Technical Support Engineer

Overview

Technical Support Engineer for Recording Solutions, supporting large complex Public Safety software clients.

What you'll do

• Interface with large priority customer accounts.
• Coordinate with Support and R&D teams and customers globally for end-to-end issue resolution.
• Maintain customer satisfaction through frequent customer updates.
• Troubleshoot issues to provide quality client support and minimize escalations.
• Provide availability during off-hours as required by shift rotations (nights and weekends).
• Document service request interactions in the NICE Support System per SLA.
• Conduct knowledge transfer activities as required.

What you'll need

• Bachelor’s degree in computer science/Software Engineering (or similar).
• 1–3 years’ experience in IT network and system work focused on server issues.
• Network troubleshooting skills working with different tools.
• Experience supporting VOIP telephony systems such as Avaya or Cisco.
• Experience in customer support serving global customers.
• Excellent English verbal and writing communication skills.
• Team player and ability to multitask and prioritize under pressure.

Details

• Working Monday through Friday for Priority Support in Broward County, Florida.
• Weekly on-call shifts limited to approximately every 2 weeks per month.
• Some travel may be expected to customer sites as required.