NICE is looking for a Senior Designated Support Engineer to provide expert technical assistance and resolve end-user connectivity issues across the NICE suite of products. In this role, you will troubleshoot escalated customer problems, consult on mutually beneficial solutions, and coordinate with internal departments to deliver a high-quality customer experience.
What You'll Do
- Work tickets via a web-based ticketing system, email, voice, or chat.
- Validate tickets for correct prioritization and monitor communication of progress to users.
- Fix end-user issues that can be resolved on applications.
- Record and route incidents to specialist groups.
- Provide resolution and recovery of incidents.
- Keep clear and thorough records in the ticketing system of all actions taken.
- Escalate incidents when necessary.
- Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services.
- Open and monitor incidents created with 3rd party providers.
- Pull and analyze logs for troubleshooting for contacts, applications, etc.
- Read and analyze network diagrams.
- Regularly work a flexible schedule and provide on-call services.
- Effectively and professionally communicate with internal and external customers.
What We're Looking For
- Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience.
- 6+ years of work experience in a customer service field, preferably in a technical capacity.
- Excellent technical, troubleshooting, and analytical skills.
- Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required.
- Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism.
- Ability to adapt quickly to change, think on your feet, communicate positively and work proactively.
- Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP).
Nice to Have
- 4+ years in a technical support role in software or telecommunications environment.
- IP Telephony/ Telecommunications experience.
- Experience in a telephony/telecommunications environment.
- Dialer knowledge and Workforce Management experience.
- Web Services and API knowledge and understanding of conceptual use.
- Competent in database and SQL concepts.
NICE is an equal opportunity employer.
