Senior Services Engineer, GIS

So, what s the role all about

The Senior Services Engineer, GIS position involves delivering expert technical support for the deployment and installation of NICE products. This role focuses on providing high-level assistance during Day 1 of product implementation, ensuring smooth and efficient operations.
About GIS: The GIS (Global Implementation Support) Team collaborates with approved Business Partners (BPs) and NICE engineers to address Day 1 support cases. Day 1 refers to the period between the start of the project and the systems transition into production. This team is dedicated to resolving issues that arise during this critical phase, ensuring a successful and timely launch.

How will you make an impact

• Technical Expertise: Serving as a key resource for resolving complex technical issues related to NICE products, utilizing in-depth knowledge of NICE products and associated technologies.
• Support for Installers and Business Partners: Offering expert support to Business Partners and external installers to facilitate successful product deployments and minimize downtime.
• Collaboration with Internal Teams: Working closely with Level 3 support and Research Development teams to address and resolve high-level technical challenges, contributing to effective problem resolution.
• Log Analysis and Action Plans: Conducting detailed analysis of logs to identify issues and develop actionable plans to address them, improving the efficiency of problem resolution.
• Communication and Presentation: Participating in meetings with internal and external stakeholders to provide updates on technical issues and action plans, ensuring clear and concise communication.
• Ticket Management: Maintaining and managing support tickets within the ServiceNow system, tracking issue progress, ensuring timely resolutions, and documenting relevant information.

Have you got what it takes

• 3-5 years of experience in systems engineering or technical delivery and installation.
• Proven expertise in installing, configuring, and troubleshooting Windows-based environments.
• Experience administering Windows Servers, including local and domain policies, and web servers.
• Strong networking knowledge, including OSI network layers and TCP/IP.
• Skilled in troubleshooting and log analysis.
• Proficient in working with documentation and extracting relevant data.
• Excellent communication and problem-solving skills.
• Proven ability to work effectively in a team environment.
• High orientation towards customer service.
• Ability to quickly learn and adapt to new technologies independently.
• Capability to work under pressure and handle shift and weekend schedules.

You will have an advantage if you also have

• Experience with VoIP/Telephony systems.
• Basic SQL scripting and SQL Server troubleshooting experience.
• Knowledge of NICE Recording and Automation solutions (Engage, NTR, APA) and their integration into customer environments.
• AWS and Azure Cloud certifications.
• Familiarity with network monitoring tools (e. g. , Wireshark).
• Basic Linux experience.

What s in it for you

Enjoy NICE-FLEX!

Requisition ID: 4833
Reporting into: Tech Manager
Role Type: Individual Contributor