Technical Support Engineer

NICE Systems - Sandy, UT

Full-time - Entry Level

Remote - Sandy, UT

5,001-10,000 employees

Publishing Industries

About the position

At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you. 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.

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
• 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 flexible schedule and on-call services
• Effectively and professionally communicate 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
• 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 are essential
• 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)

Benefits

• Flexible work schedule with 2 days in the office and 3 days remote work each week
• Opportunities for internal career growth across multiple roles, disciplines, domains, and locations
• Collaborative and creative work environment
• Work with a market leader in AI, cloud, and digital solutions