Technical Support Engineer

NICE Systems - Hoboken, NJ

Full-time - Entry Level

Hoboken, NJ

5,001-10,000 employees

Publishing Industries

About the position

The role focuses on deploying, maintaining, and supporting the NYC NexGen 911 Logging and Recording Solution for the 911 system. It involves assisting product teams in introducing new products and ensuring supportability and preventative actions for customers. The position requires providing engineering support across various levels and participating in digital forensic analysis during 911 call failures.

Responsibilities

• Provide 1st/2nd/3rd line engineering support to the product.
• Provision, deploy, patch, and upgrade NRX/NIR Logging and Recording Solution including Inform, Screen Capture, TT911, Real Time Text (RTT), i3 Log Events, and SIP Recording.
• Work 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.
• Define and implement regular maintenance and health monitoring procedures.
• Collaborate effectively with staff across the business, escalating issues to management and/or R&D when necessary.
• Manage technical and commercial relationships with end users, partners, and service providers.
• Deploy and provision systems to replicate customer issues for diagnosis and repair without compromising customer data or operations.
• Participate in a 24-7 Out of Hours call out rotation.

Requirements

• Working knowledge of Windows server and client technology, ideally supporting web applications and services.
• Experience in creating, modifying, and running database queries (MS SQL and Oracle MySQL).
• Network operations experience (firewalls, network security groups, etc.).
• Experience with SIPREC and VoIP Recording.
• Experience running scripts from PowerShell or similar.
• Experience with web application and services configuration management.
• Efficient, effective, and respectful communication skills with customers and internal departments.
• Excellent written and spoken English skills.
• Good listening skills to identify and validate assumptions.
• Ability to use effective questioning to confirm understanding of customer problems and provide solutions.
• Methodical troubleshooting, technical skill, and attention to detail in diagnosing problems.
• Multi-tasking and time-management skills to prioritize varied tasks.
• Focused and calm under pressure.
• Careful record keeping.
• Ability to use initiative and work effectively both independently and as part of a team.

Nice-to-haves

• Experience with Logging and Recording Solutions (Optional).
• Experience with Azure Portal and familiarity with Azure services.
• Technical writing skills.
• Experience querying Web APIs.
• Experience configuring Application Monitoring and Dashboards.

Benefits

• Opportunities for career growth and development within a global company.
• Collaborative and creative work environment.
• Access to internal career opportunities across multiple roles and locations.