NICE is looking for a Senior Designated Support Engineer to provide in-depth technical assistance and resolve complex end-user connectivity issues across our suite of products. You will act as a consultative expert, troubleshooting escalated customer cases and coordinating with internal departments to ensure positive customer outcomes.

What You'll Do

Work support tickets via a web-based ticketing system, email, voice, or chat.
Validate tickets for correct prioritization and monitor progress communication to users.
Fix end-user application issues and escalate incidents to specialist groups when necessary.
Provide resolution and recovery of incidents, keeping clear and thorough records in the ticketing system.
Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services.
Open and monitor incidents with 3rd party providers.
Pull and analyze logs for contacts, applications, and other systems.
Read and analyze network diagrams to aid in problem-solving.
Work a flexible schedule and provide on-call services as required.
Communicate effectively and professionally with internal and external customers.

What We're Looking For

An 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 written and verbal communication skills with a professional demeanor in all client interactions.
Ability to adapt quickly to change, think on your feet, and communicate positively and proactively.
Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP).

Nice to Have

4+ years in a technical support role in a software or telecommunications environment.
IP Telephony/Telecommunications experience.
Dialer knowledge and Workforce Management experience.
Web Services and API knowledge with an understanding of conceptual use.
Competency in database and SQL concepts.

NICE is an equal opportunity employer.