Dedicated Support Engineer

Key Responsibilities

• Incident & Problem Management
• 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.
• Change & Release Management
• 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.
• Monitoring & Preventive Maintenance
• 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.
• General Provisioning & Access Requests
• 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.
• Compliance & Audit Support
• 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.
• Customer & Stakeholder Management
• 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.
• Knowledge & Documentation
• 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.
• Project Support
• 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.
• Reporting & Governance
• 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.

Qualifications & Skills

• 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).
• 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 & troubleshooting.
• SIP call flows related to recording.

Soft Skills / Service Orientation

• 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.