What are the responsibilities and job description for the Technical Support Engineer position at NICE Systems, Inc.?
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.So, what's the role all about?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.How will you make an impact?Work tickets via a web-based ticketing system, email, voice, or chatWhen working tickets : Validate for correct prioritization and monitor communication to users of progressFix end-user issues that can be resolved on applicationsRecord and route incidents to specialist groupsProvide resolution and recovery of incidentsKeep clear and thorough records in the ticketing system of all actions takenEscalates incidents when necessaryTroubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1 and Toll Free servicesOpens and monitors incidents created with 3rd party providersPulls and analyzes logs for troubleshooting for contacts, applications, etc.Reads and analyzes network diagramsRegularly works flexible schedule and on-call servicesEffectively and professionally communicates with internal and external customersHave you got what it takes?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 capacityExcellent technical, troubleshooting and analytical skillsAbility to excel in a fast-paced, agile environment where critical thinking and strong problem solving skillsExcellent communication skills - written and verbal and ability to handle all interactions with internal and external clients with professionalismAbility to adapt quickly to change, think on your feet, communicate positively and work proactivelyUnderstanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)What's in it for you?Join an ever-growing, market-disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!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. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.About NICENICELtd. (NASDAQ : NICE )software products are used by 25,000 global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NICE software managesmore than120 million customer interactions a d monitors3 billion financial transactions.Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30 countries.NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.Equal Opportunity Employer - minorities / females / veterans / individuals with disabilities / sexual orientation / gender identity
