Dedicated Support Engineer

Overview

The Dedicated Support Engineer is a technical expert within NICE's Technical Support organization, delivering proactive and reactive support to large enterprise customers as a trusted advisor and technical liaison for managed services customers.

What you'll do

• Serve as the primary contact for customer-raised incidents and service disruptions.
• Perform advanced troubleshooting across platforms including NICE, Avaya, Microsoft Teams, and more.
• Escalate complex issues to higher tier/vendors and drive resolution to closure.
• Conduct Root Cause Analysis (RCA) for recurring issues and share insights with stakeholders.
• Ensure all incidents are resolved within agreed SLAs and maintain high CSAT.
• Plan, test, and implement approved changes such as patches, upgrades, and configuration updates.
• Participate in CAB meetings, presenting impact and risk assessments.
• Ensure rollback strategies are documented and ready for critical changes.
• Maintain detailed documentation and implementation guides.
• Monitor system health and NICE monitoring.
• Conduct regular health checks and share proactive reports with customers.
• Identify performance bottlenecks and initiate preventive actions.
• Validate backup integrity, disaster recovery readiness, and patch compliance.
• Provision new user/agent IDs in recording platforms.
• Assign/adjust recording profiles (voice, chat, screen).
• Provision access roles (e.g., Compliance Officer, Supervisor, Playback user) and set up profiles for compliance/legal teams.
• Ensure recording systems (voice/chat/video) meet regulatory and business compliance standards.
• Provide audit artifacts such as ticket logs, configuration snapshots, uptime reports, and RCA documentation.
• Support internal and external audits with evidence of control adherence.
• Build strong relationships with customer stakeholders to align support with business priorities.
• Participate in governance calls, providing updates on incidents, SLAs, and satisfaction metrics.
• Handle escalations with professionalism and clarity.
• Collaborate with cross-functional teams including infrastructure, network, Microsoft, and security.
• Maintain and update SOPs, knowledge bases, and troubleshooting guides.
• Mentor backup engineers and onboard new team members.
• Drive continuous improvement through automation and simplification of recurring tasks.
• Support migration and upgrade projects such as NICE product deployments and Teams recording transitions.
• Assist in solution validation, testing, and customer acceptance.
• Contribute to design documentation and participate in technical reviews.
• Prepare and present reports on uptime, incident trends, SLA adherence, and ticket analytics.
• Highlight risks and recurring issues, proposing long-term solutions.
• Provide visibility into resource utilization and operational performance.

What you'll need

• Bachelor's degree in a technology-related field or equivalent experience.
• Basic Networking (CCNA-level or equivalent).
• Familiarity with CTI integration (Avaya AES, Cisco CTI).
• Experience with ticketing systems (ServiceNow, Remedy, ITSM tools).
• Log analysis skills (application logs, Windows Event Viewer, SIP traces).
• RCA documentation and preventive action planning.
• Basic SQL queries for DB (Oracle/SQL Server).
• Understanding of DB health monitoring and backup status.
• Windows Server administration (user permissions, patching, IIS).
• Active Directory integration with NICE.
• Virtualization platforms (VMware/Hyper-V).
• Microsoft Teams compliance recording enablement and troubleshooting.
• SIP call flows related to recording.
• Strong customer communication (handling compliance and audit queries).
• Ability to document SOPs and knowledge base articles.
• Team collaboration and escalation management.
• Proactive monitoring and preventive issue identification.

Nice to have

• ITIL Foundation (for SRF/support process adherence).
• Microsoft certifications (MS Teams, Azure Fundamentals/Administrator).

Details

• Reports to the client's office in NYC; required to report to that office 4 times a week. Not reporting to the NiCE Hoboken, NJ office.