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IT Support Specialist

2 months ago

Southampton, Southampton, United Kingdom NICE Full time

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at NICE. As a Technical Support Specialist, you will be responsible for providing expert technical support to our customers worldwide, ensuring that they receive the highest level of service and support.

Key Responsibilities

  • Provide in-depth technical support to customers on a wide range of Public Safety solutions.
  • Work effectively with staff in all areas of the business to provide timely and long-term resolutions, escalating when appropriate to management and/or R&D.
  • Take into account technical and commercial relationships with end users, partners, and service providers.
  • Must be prepared to travel, sometimes at short notice, to support new product introductions, investigate and resolve product/solution issues.
  • Set up equipment to enable replication of customer issues and use remote access tools to diagnose and repair without jeopardizing customer data or operations.

Requirements

  • Excellent written and spoken English.
  • Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it.
  • Methodical troubleshooting, technical skill, and attention to detail used in diagnosing problems and reproducing issues in a local environment.
  • Programming and/or scripting experience.
  • Knowledge of Windows server and client technology.

Preferred Qualifications

  • Knowledge of CTI, IP networking, VOIP, web server/CGI front-ends, database (MSSQL).
  • Technical writing skills.
  • Coaching/training experience.
  • Systems engineering nous – able to work at both system and detail levels, and with third-party suppliers.

Company Overview

NICE is a global leader in AI-powered software solutions that deliver extraordinary customer experiences, fight financial crime, and ensure public safety. Our software manages over 120 million customer interactions and monitors 3+ billion financial transactions every day.

What We Offer

  • A fast-paced, collaborative, and creative work environment.
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
  • A hybrid work model that enables maximum flexibility, with 2 days of office work and 3 days of remote work per week.