IT Help Desk Technician

Summary

Join NiCE, a global company, as an IT Help Desk Technician providing frontline support for customer issues related to internet access and SDWAN problems. You will manage tickets and calls, ensuring timely resolution and customer satisfaction. This role involves working with third-party vendors, performing service changes, developing new procedures, escalating problems, and assisting with installations and upgrades. You will also maintain equipment inventory and contribute to team KPI and SLA achievement. The position offers a hybrid work model (NiCE-FLEX) with 2 days in the office and 3 days remote.

Requirements

• Strong customer service, communication and organizational skills
• Good understanding of Windows 10 and beyond
• Strong diagnostic and troubleshooting of related network components
• Previous work experience with trouble ticketing systems
• Experience managing an IP PBX

Responsibilities

• Acts as the initial point of contact for all tickets, emails, and phone calls from customer ticketing portals or customers directly
• Creates tickets with 3rd party vendors (like ISPs) and manages the progress and closure of those tickets to ensure customers resolve issues
• Performs some moves, adds, changes, deletion of services or accounts
• Helps to develop new procedures or system enhancements to improve work performance
• Escalates problems to the appropriate technical group for resolution. This may include groups outside of the Information Technology team
• Assists in scheduling hardware and software installations and upgrades
• Updates and creates new documentation for the Information Technology team
• Communicates in an effective and professional way with customers inside and outside of NiCE
• Maintains and supports equipment inventory, including working with manufacturers on RMA's and other hardware repairs
• Strives to help the team achieve all KPI's and SLA's as laid out by management
• Works on special projects given by the manager

Benefits

• Enjoy NICE-FLEX!
• At NICE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week