NICE Technical Support Engineer 

United Kingdom, England, Southampton 

772959226

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.