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NICE Technical Support Engineer 
United Kingdom, England, Southampton 
772959226

29.08.2024

Have you got what it takes?

  • 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.
    • Communicate effectively with people of different disciplines, and with different knowledge and experience, to achieve positive outcomes.
  • 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. Remain focused and calm under pressure.
  • Careful record keeping.
  • Programming and/or scripting experience.
  • Knowledge of Windows server and client technology.
  • Able to use initiative and to work effectively both independently and as part of a team.
  • Patience and perseverance.
  • Happy to learn, and adapt rapidly, with a positive attitude to change.

You will have an advantage if you also have:

  • Knowledge of CTI, IP networking, VOIP, web server/CGI front-ends, database (MSSQL).
  • Technical writing skills.
  • Coaching / training experience.
  • Systems engineering nous – able to work at both system and detail levels, and with third party suppliers.
  • Knowledge of Cloud deployed systems (e.g. Microsoft Azure).

Other Information

  • There may be an infrequent need to travel to customer or partner sites worldwide, sometimes at short notice.
  • Flexibility in working hours is essential, as remote sessions with global customers are needed outside of normal working hours.
  • Will need to hold, or be able to successfully apply for, UK security clearance (NPPV3).

Education & Background

  • The successful candidate is likely to have higher education qualification in science or technology subjects. A degree level qualification is desirable.
  • 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.
  • 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.
  • Experience of system engineering would be advantageous, as many of our solutions include multiple components and interface with third party products.

Reporting into: Manager, Technical Support.

Job type: Individual Contributor.