Senior Services Engineer

So,what’stheroleall about?

How will you make an impact?

Technical Expertise:

• 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?

• Minimum 4+  years of experience in systems engineering or technical delivery and installation, troubleshooting. 

• Proven expertise in installing, configuring, and troubleshooting Windows-based environments. 

• Proven Level 3 diagnosis experience. 

• 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?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! 

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. 

Requisition ID: 9339