Technical Support Engineer

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

Technical Support Engineer

The Technical Support Engineer will provide technical assistance on applications to resolve an end-user's connectivity issues with the NICE suite of products. Duties of this position will include troubleshooting and diagnosing escalated customer issues acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NICE customer with a positive experience and a product that meets their needs. The highly skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods – email, chat, and voice.

As a Technical Support Engineer, a Typical Day Might Include the Following:

Work tickets via a web-based ticketing system, email, voice, or chat

When working tickets:

Validate for correct prioritization and monitor communication to users of progress

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

Escalates incidents when necessary

Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services

Opens and monitors incidents created with 3rd party providers

Pulls and analyzes logs for troubleshooting for contacts, applications, etc.

Reads and analyzes network diagrams

Regularly works flexible schedule and on-call services

Effectively and professionally communicates with internal and external customers

To Land This Gig You'll Need:

Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.

3-5 years 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

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)

Bonus Experience:

2+ years in a technical support role in a software or telecommunications environment.

IP Telephony/ Telecommunications experience

Experience in a telephony/telecommunications

Dialer knowledge and Workforce Management experience

Web Services and API knowledge and understanding of conceptual use

Competent in database and SQL concepts

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