Support Engineer

IT – Information Technology Minneapolis, Minnesota Denver, Colorado Chicago, Illinois Salt Lake City, Utah Atlanta, Georgia Job Number: 13508

Position at NICE

The Support Engineer will be part of NICE-Mattersight’s Service Operations organization, responsible for operational support of our clients as a member of our Tier III Support Team. The ideal candidate will be self-motivated with a proven record of supporting custom software in a dynamic atmosphere within a managed service setting.

 

 

JOB RESPONSIBILITIES

  • Investigate, troubleshoot, and resolve cases submitted by clients experiencing issues with call recording and analytic software and services
  • Investigate, troubleshoot, and resolve incidents generated by monitoring alerts for client systems in a managed service setting
  • Respond to and resolve case escalations from the service operations center
  • Work with peers to fine tune and enhance monitoring, knowledge base, and service offerings for optimal performance
  • Work with the application development team to investigate performance enhancement opportunities and proactive measures to prevent service disruption
  • Participate in on-call rotation in support of after-hours escalations

 

 

REQUIRED EXPERIENCE AND ABILITIES

  • +5 years of client facing application support experience
  • +3 years supporting custom .NET server-based or web-based applications
  • Experience supporting applications in a managed service setting
  • Experience querying SQL Server databases to analyze and troubleshoot operational data
  • Highly motivated individual with a sense of urgency and ownership
  • Strong customer service attitude, focused on delivering value to clients
  • Ability to calmly seek remediation options in a high availability environment
  • Ability to communicate clearly and concisely in both written and verbal delivery
  • Strong troubleshooting methodology and problem-solving skills
  • Strong organizational and planning skills
  • Bachelor’s degree in Computer Science or equivalent

 

 

 

NICE TO HAVES

  • Programming experience with custom applications (C#, PowerShell, C++, Java, JavaScript)
  • Experience supporting Kubernetes and AWS hosted applications
  • Understanding of network technology
  • Understanding of call center telephony and routing
  • Experience with supporting applications compliant with PCI, NIST, HIPAA/HITECH security standards
  • Understanding of ITIL fundamentals or certification
  • Experience with ServiceNow or ScienceLogic SL1 tools

Studies have shown that certain groups are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. Our top priority is finding the best candidate for the job and if you are interested in this position we encourage you to apply even if you don’t believe you meet every one of the qualifications described

NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.