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Solution Architect - Hoboken New Jersey
Company: NICE
Location: Hoboken, New Jersey
Posted On: 05/01/2024
OVERVIEW:
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 customers worldwide.
Assisting product teams to successfully introduce new products/versions. Champion supportability and preventative action on behalf of our customers.
DAY TO DAY ACTIVITIES:
- Provisioning, deploying, monitoring, patching and upgrading enterprise cloud software. Working closely with the development team to ensure the successful deployment of software packages.
- Support of production systems and replication of customer issues on test systems to diagnose and repair without jeopardizing customer data or operations.
- 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. Take into account technical and commercial relationships with end-users, partners and service providers.
- Gradually take over the responsibility of SecOps Team Lead
- Participate in a 24-7 Out of Hours call out rotation.
- Cost Management of solution and services.
EDUCATION:
- The successful candidate is likely to have higher education qualifications in science or technology subjects. A degree-level qualification is desirable.
- The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also 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.
ESSENTIAL EXPERIENCE:
- Experience in supporting web based software provided as a service
- Experience with scripting in Linqpad, Powershell or similar
- Experience administering databases (Microsoft SQL) and basic querying
- Knowledge of Windows server and client technology
- Knowledge of network principles (IP addressing, firewall rules, network security groups etc)
- 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 prioritize 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
- Be able to obtain security clearances (CJIS)
USEFUL SKILLS:
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