Technical Support Engineer
Company: NICE
Location: Hoboken
Posted on: May 8, 2024
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Job Description:
At NICE, we don't limit our challenges. We challenge our limits.
Constantly. We're relentless. We're ambitious. And we make an
impact. Our NICErs bring their A game and spend each day turning it
into an A+. And if you're like us, we can offer you the kind of
challenge that will light a fire within you.
NYC PS NG911 Support Engineer Job Description
Division:
Public Safety
Department:
NYC Public Safety
Job Title:
Support Engineer, NYC Public Safety
Location:
Bronx, NY, Brooklyn NY
Reports to:
NYC PS Support Manager
Overall Purpose:
Primary focus is deploying, maintaining and supporting NYC NexGen
911 Logging and Recording Solution for the 911 system.
Assisting product teams to successfully introduce new
products/versions. Champion supportability and preventative action
on behalf of the customer.
Scope & Responsibilities:
Provide 1st/2nd/3rd line engineering support to the product
Provisioning, deploying, patching and upgrading NRX/NIR Logging and
Recording Solution including Inform, Screen Capture, TT911, Real
Time Text (RTT), i3 Log Events and SIP Recording. Working closely
with the deployment team to ensure successful deployment of
software packages.
Participate in multi-vendor digital forensic analysis in the event
of a 911 call failure.
Defining and implementing regular maintenance and health monitoring
procedures.
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 provision 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 rotation
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.
Essential skills:
Other Information:
Be flexible with working hours when needed to address critical or
urgent matters
Participate in an on-call roster with other engineers.
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+
global businesses, including 85 of the Fortune 100 corporations, to
deliver extraordinary customer experiences, fight financial crime
and ensure public safety. Every day, NICE software manages more
than 120 million customer interactions and monitors 3+ billion
financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and
digital, NICE is consistently recognized as the market leader in
its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, national origin, age, sex, marital
status, ancestry, neurotype, physical or mental disability, veteran
status, gender identity, sexual orientation or any other category
protected by law.
Keywords: NICE, Hackensack , Technical Support Engineer, Engineering , Hoboken, New Jersey
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