Support Engineer

• Provide technical assistance on applications to resolve end-user connectivity issues with the NiCE suite of products.
• Troubleshoot and diagnose escalated customer issues.
• Act in a consultative fashion to arrive at mutually beneficial solutions for customers.
• Coordinate with internal departments to provide collaborative solutions.
• Work tickets via web-based ticketing system, email, voice, or chat.
• Validate for correct prioritization and monitor communication to users.
• Fix end-user issues.
• Record and route incidents to specialist groups.
• Provide resolution and recovery of incidents.
• Keep thorough records of all actions taken in the ticketing system.
• Escalate incidents when necessary.
• Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, and Toll Free services.
• Open and monitor incidents with 3rd party providers.
• Pull and analyze logs for troubleshooting.
• Read and analyze network diagrams.
• Work flexible schedule and on-call services.

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