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NICE Senior Designated Support Engineer 
United States, Utah, Sandy 
358510459

14.07.2024



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.
  • 6+ years of 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:

  • 4+ years in a technical support role in 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