Support Engineer

NICE

. Serve as the primary contact for customer-raised incidents and service disruptions .

Posted 10/30/2026full-timeNew York City • New York • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management, advanced troubleshooting, and compliance within NICE and Microsoft Teams environments. Proficient in root cause analysis, system health monitoring, and customer communication to ensure high service quality and operational performance.

Highest-signal resume keywords

Incident ManagementAdvanced TroubleshootingRoot Cause AnalysisMicrosoft CertificationsITIL Foundation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic SQL QueriesLog AnalysisWindows Server AdministrationActive Directory IntegrationCTI IntegrationVirtualization PlatformsSIP Call FlowsBackup Integrity ValidationPatch CompliancePerformance Bottleneck Identification

Soft Skills

Strong Customer CommunicationTeam CollaborationMentoringEscalation ManagementContinuous Improvement

Tools & Technologies

ServiceNowRemedyITSM ToolsNICE MonitoringMicrosoft TeamsAvayaVMwareHyper-V

Certifications & Qualifications

ITIL FoundationMicrosoft Teams CertificationAzure FundamentalsAzure Administrator

Industry Keywords

SLA AdherenceCSATCAB MeetingsGovernance CallsAudit ArtifactsDocumentationImplementation GuidesDisaster Recovery ReadinessProactive MonitoringCustomer Acceptance Testing

Tech Stack

Tools & technologies

AzureITSMOracleServiceNowSQLVMware

About the role

Key responsibilities & impact

Serve as the primary contact for customer-raised incidents and service disruptions
Perform advanced troubleshooting across NICE, Avaya, Microsoft Teams, and other platforms
Escalate complex issues and drive resolution to closure
Conduct root cause analysis for recurring issues
Ensure incidents are resolved within agreed SLAs and maintain high CSAT
Plan, test, and implement patches, upgrades, and configuration changes
Participate in CAB meetings and present impact and risk assessments
Maintain rollback strategies, documentation, and implementation guides
Monitor system health and NICE monitoring
Conduct health checks and provide proactive customer reports
Identify performance bottlenecks and preventive actions
Validate backup integrity, disaster recovery readiness, and patch compliance
Provision user/agent IDs, recording profiles, access roles, and compliance/legal team profiles
Ensure recording systems meet regulatory and business compliance standards
Provide audit artifacts and support internal and external audits
Build customer stakeholder relationships and participate in governance calls
Collaborate with infrastructure, network, Microsoft, and security teams
Maintain SOPs, knowledge bases, and troubleshooting guides
Mentor backup engineers and onboard new team members
Drive continuous improvement through automation and task simplification
Support NICE deployments, migrations, upgrades, and Microsoft Teams recording transitions
Assist with solution validation, testing, customer acceptance, design documentation, and technical reviews
Prepare reports on uptime, incident trends, SLA adherence, ticket analytics, resource utilization, and operational performance

Requirements

What you’ll need

Bachelor's degree in a technology-related field or equivalent experience
ITIL Foundation
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)
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)
Microsoft Teams compliance recording enablement and troubleshooting
SIP call flows related to recording
Strong customer communication
Ability to document SOPs and knowledge base articles
Team collaboration and escalation management
Proactive monitoring and preventive issue identification

Benefits

Comp & perks

Equal opportunity employment
Collaboration with global teams across 30+ countries