Technical Support Engineer

Summary

Join NICE, a global leader in software solutions, as a Technical Support Engineer. You will provide technical assistance to resolve end-user connectivity issues with NICE products. Responsibilities include troubleshooting and diagnosing escalated customer issues, collaborating with internal departments, and utilizing various communication methods (email, chat, voice). You will work tickets via a web-based system, ensuring proper prioritization and communication. The role requires excellent technical, troubleshooting, and communication skills, along with experience in a customer service field. NICE offers a flexible hybrid work model (NICE-FLEX) with 3 days remote and 2 days in office.

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
• 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)

Responsibilities

• 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

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