Cloud Support Engineer

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. This is an office-based role, and due to the nature of the position, you will be required to work from our Southampton office five days a week.

This is a rare opportunity to work with an innovative product launching in an area new to cloud services. The primary focus is deploying, maintaining and supporting state of the art cloud deployed solutions for digital evidence management for Public Safety (Primary Law Enforcement) customers worldwide. You will assist product teams to successfully introduce new products/versions and champion supportability and preventative action on behalf of our customers.

The successful candidate is not expected to have experience in Azure technologies; a mixture of on the job training and formal Azure training will be provided. The candidate will need to be eligible to obtain SC clearance and must have been a resident in the UK for 5 years. This role will be office-based 5 days a week, so the successful candidate must be within commuting distance to our Southampton office.

How will you make an impact?

• Provide 2nd/3rd line engineering support to the product.
• Provisioning, deploying, patching and upgrading primarily enterprise software hosted on the Azure cloud, working closely with the development team to ensure successful deployment of software packages.
• Defining and implementing regular maintenance and health monitoring procedures.
• Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D, taking into account technical and commercial relationships with end users, partners and service providers.
• Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations.
• Participate in a 24-7 Out of Hours call out rota.

Have you got what it takes?

• The ideal candidate is a rapid learner, self-motivated, and a good communicator and problem solver. A high quality of work is particularly important.
• Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good ‘customer service’ and how to deliver it is essential.
• Previous experience within an application, software or product support role is desirable.
• Working knowledge of Windows server and client technology, ideally supporting web applications and services.
• Experience with web applications and configuration management.
• Efficient, effective and respectful communication skills both with customers and within internal departments, including:

• Excellent written and spoken English.
• Good listener, able to identify and validate assumptions.
• 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.
• Multi-tasking and time-management to prioritise and switch between varied tasks.
• Focused and calm under pressure.
• Careful record keeping.
• Able to use initiative and to work effectively both independently and as part of a team.

You will have an advantage if you also have:

• Knowledge of Azure Portal and familiarity with Azure services.
• Experience of Scripting.
• Experience with basic SQL querying or report creation (Power BI).
• Knowledge of Elastic Search and Kibana.
• Experience of configuring Application Monitoring and Dashboards.
• Experience working in an ITIL environment.