Job Information
NICE Systems, Inc. Technical Support Engineer in SANDY, Utah
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
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity