Senior Technical Support

So, what’s the role all about? 

The Technical Support Engineer role will be part of a global support team providing state of the art solutions for the Public Safety & Justice market, providing software as a service for multi-media evidence management and Emergency Contact Centres to a worldwide customer base 

How will you make an impact?  

• Provide 2nd/3rd line engineering support to the product 
• Provisioning, deploying, patching and upgrading primarily enterprise software hosted on the Azure cloud. Working closely with the development team to ensure successful deployment of software packages. 
• Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers. 
• Deploy and configure internal systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations. 
• Participate in a 24-7 Out of Hours call out rota. 

Have you got what it takes?  

• The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important. 
• 4 - 7 years of relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good ‘customer service’ and how to deliver it is essential. 
• Previous experience within an application, software or product support role is desirable 
• The candidate will need to be eligible to obtain SC clearance and as such will need to have been a resident in the UK for 5 years. 
• Working knowledge of Windows server and client technology, ideally supporting web applications and services 
• Experience with web applications and configuration management. 
• Efficient, effective and respectful communication skills both with customers and within internal departments. Including; 
  • Excellent written and spoken English 
  • Good listener, able to identify and validate assumptions 
  • Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it 
  • Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment 
  • Multi-tasking and time-management to prioritise and switch between varied tasks 
  • Focused and calm under pressure 
  • Careful record keeping 
  • Able to use initiative and to work effectively both independently and as part of a team 

You will have an advantage if you also have: 

• Knowledge of Azure Portal and familiarity with Azure services 
• Experience of Scripting 
• Experience with basic SQL querying  
• Knowledge of Azure Monitor, Elasticsearch and Kibana 
• Experience of configuring Application Monitoring and Dashboards. (Grafana, OpsGenie) 
• Experience working in an ITIL environment 

What’s in it for you? 

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! 

Enjoy NICE-FLEX!  

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. 

Requisition ID: 5155
Reporting into: Tech Manager
Role Type: Individual Contributor