Senior Dedicated Support Engineer

NICE Systems-posted 4 months ago
Hoboken, NJ
5,001-10,000 employees
Professional, Scientific, and Technical Services
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

The Dedicated Support Engineer (DSE) is a technical expert within NICE's Technical Support organization, responsible for delivering proactive, and reactive support to large enterprise customers. Acting as a trusted advisor and technical liaison, the DSE ensures seamless incident resolution, system stability, and continuous improvement across customer environments. This role combines deep technical troubleshooting with strategic customer engagement, cross-functional collaboration, and operational excellence. The DSE supports managed services customers with a focus on incident management, change control, compliance, and governance.

  • Serve as the primary contact for customer-raised incidents and service disruptions.
  • Perform advanced troubleshooting across platforms including NICE, Avaya, Microsoft Teams, and more.
  • Escalate complex issues to higher tier/vendors and drive resolution to closure.
  • Conduct Root Cause Analysis (RCA) for recurring issues and share insights with stakeholders.
  • Ensure all incidents are resolved within agreed SLAs and maintain high CSAT.
  • Plan, test, and implement approved changes such as patches, upgrades, and configuration updates.
  • Participate in CAB meetings, presenting impact and risk assessments.
  • Ensure rollback strategies are documented and ready for critical changes.
  • Maintain detailed documentation and implementation guides.
  • Monitor system health and NICE monitoring.
  • Conduct regular health checks and share proactive reports with customers.
  • Identify performance bottlenecks and initiate preventive actions.
  • Validate backup integrity, disaster recovery readiness, and patch compliance.
  • Provisioning of new user/agent IDs in recording platforms.
  • Assigning/adjusting recording profiles (voice, chat, screen).
  • Provisioning access roles (e.g., Compliance Officer, Supervisor, Playback user).
  • Profile setup for compliance/legal teams.
  • Ensure recording systems (voice/chat/video) meet regulatory and business compliance standards.
  • Provide audit artifacts such as ticket logs, configuration snapshots, uptime reports, and RCA documentation.
  • Support internal and external audits with evidence of control adherence.
  • Build strong relationships with customer stakeholders to align support with business priorities.
  • Participate in governance calls, providing updates on incidents, SLAs, and satisfaction metrics.
  • Handle escalations with professionalism and clarity, fostering trust and confidence.
  • Collaborate with cross-functional teams including infrastructure, network, Microsoft, and security.
  • Maintain and update SOPs, knowledge bases, and troubleshooting guides.
  • Mentor backup engineers and onboard new team members to ensure knowledge continuity.
  • Drive continuous improvement through automation and simplification of recurring tasks.
  • Support migration and upgrade projects such as NICE product deployments, and Teams recording transitions.
  • Assist in solution validation, testing, and customer acceptance.
  • Contribute to design documentation and participate in technical reviews.
  • Prepare and present reports on uptime, incident trends, SLA adherence, and ticket analytics.
  • Highlight risks and recurring issues, proposing long-term solutions.
  • Provide visibility into resource utilization and operational performance.
  • Bachelor's degree in a technology-related field or equivalent experience.
  • ITIL Foundation (for SRF/support process adherence), Microsoft certifications (MS Teams, Azure Fundamentals/Administrator), Basic Networking (CCNA-level or equivalent).
  • Familiarity with CTI integration (Avaya AES, Cisco CTI).
  • Experience with ticketing systems (ServiceNow, Remedy, ITSM tools).
  • Log analysis (application logs, Windows Event Viewer, SIP traces).
  • Experience with RCA documentation and preventive action planning.
  • Basic SQL queries for DB (Oracle/SQL Server).
  • Understanding of DB health monitoring and backup status.
  • Windows Server administration (user permissions, patching, IIS), Active Directory integration with NICE, Virtualization platforms (VMware/Hyper-V).
  • Experience with Microsoft Teams compliance recording enablement & troubleshooting.
  • Understanding of SIP call flows related to recording.
  • Strong customer communication (handling compliance & audit queries).
  • Ability to document SOPs and knowledge base articles.
  • Team collaboration and escalation management.
  • Proactive monitoring and preventive issue identification.
Track Jobs with Teal

Job Search Resources

•
AI Resume Builder
•
Senior Desktop Support Engineer Resume Examples
•
Senior Desktop Support Engineer Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service