• Operating as a predominantly desk‑based technician, you will provide world‑class service and support to clients and colleagues. • This includes troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with the monitoring and maintenance of their computer systems and networks. • Ensure customer calls are promptly attended to, providing efficient and effective support. • Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented. • Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs. • Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. • Complete and update technical documentation. • Mentor and train colleagues.

• Provide L3 production support for NICE CXone environments. • Monitor and resolve production incidents, outages, and service requests. • Perform RCA and implement preventive solutions. • Support ACD, IVR, call routing, agent desktop, and digital channels. • Monitor platform health using Splunk, Zabbix, CloudWatch, or Datadog. • Support deployments, releases, and production changes. • Troubleshoot APIs, CRM, telephony, and cloud integrations. • Create troubleshooting guides and operational documentation. • Collaborate with cross-functional teams on issue resolution. • Drive automation and continuous operational improvements.

• Focus on complex technical support, root cause analysis, and process optimization • Analyze and resolve complex incidents related to our cloud/archive solutions • Perform root cause analyses and coordinate cross-departmental adjustments • Continuously improve our support and operations processes • Serve as the primary point of contact for IT staff and PACS teams • Monitor services on internal systems as well as customer systems • Prioritize tasks, allocate resources, and support the team

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