Senior IT Support Engineer (Tier 3/SME NICE CXone) - Greensboro, NC

Essential Responsibilities

• Counsels and advises on IT infrastructure planning, engineering, and architecture for assigned systems.
• Provides recommendations and input on options, risks, costs, and benefits for systems designs.
• Leverages partnerships with IT teams and key business partners to troubleshoot complex systems.
• Serves as a functional expert and collaborates with architects and software engineers to ensure functional specifications are converted into flexible, scalable, and maintainable system designs.
• Translates business requirements and functional and non-functional requirements into technical specifications that support integrated and sustainable designs for complex or high impact infrastructure systems.
• Ensures system designs adhere to company architecture standards.
• Buils partnerships with counterparts in various IT Teams (e.g., database, operations, technical support) throughout system development and implementation.
• Serves as a technical expert for project teams throughout the implementation and maintenance of assigned enterprise infrastructure systems by defining and overseeing the documentation of detailed standards (e.g., guidelines, processes, procedures) for the introduction and maintenance of services.
• Mentors other technical resources throughout infrastructure systems development.
• Reviews and validates technical specifications and documentation for complex or multi-dimensional solutions.
• Leads the development and modification of solutions by identifying technical solutions to business problems.
• Collaborates with business leaders, Solutions, and lead enterprise architects to review business drivers and establish a foundation for enterprise systems planning.
• Reviews benchmarking results and provides information to support current and future infrastructure needs and projects to IT leadership. Provides preliminary conclusions.
• Benchmarks and evaluates IT trends and technologies to identify opportunities and considerations that impact ROI.
• Makes recommendations on resources required to maintain service levels and meet new demands.
• Guides and drives physical architecture design for new initiatives.

Requirements

• Minimum two (2) years in a technical leadership role with or without direct reports.
• Bachelor's degree in Computer Science, CIS, or related field and Minimum eight (8) years experience in an IT operations environment with technical experience in distributed technologies, systems development, and/or networking.
• Additional equivalent work experience may be substituted for the degree requirement.
• Three (3) years experience in the configuration and administration of remote access and out-of-band network software.
• Three (3) years scripting experience using PowerShell scripting languages.