Technical Support Engineer
| Company | NICE |
|---|---|
| Location | Draper, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, Associate’s |
| Experience Level | Mid Level, Senior |
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
- 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
Preferred Qualifications
-
No preferred qualifications provided.