Senior Designated Support Engineer

NICE Systems - Sandy, UT

- Senior

Sandy, UT

Professional, Scientific, and Technical Services

About the position

The Senior DSE 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.

Responsibilities

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

Requirements

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

• 4+ years in a technical support role in 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