NICE

Senior Support Engineer

NICE

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

VoIP

About the role

  • Provide technical assistance on applications to resolve end-user connectivity issues with the NiCE suite of products.
  • Troubleshoot and diagnose escalated customer issues, coordinating with internal departments for collaborative solutions.
  • Work tickets via web-based ticketing system, email, voice, or chat.
  • Fix end-user issues that can be resolved on applications; escalate incidents when necessary.
  • Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+, and Toll-Free services; open and monitor incidents created with third-party providers.
  • Read and analyze network diagrams.
  • Effectively and professionally communicate with internal and external customers.

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.
  • 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).
Benefits
  • Professional Services
  • Flexible working hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingnetwork analysisVoIPT1DS3EthernetOC-X1+ servicestechnical assistanceticketing systems
Soft Skills
communicationproblem solvingcritical thinkingadaptabilityprofessionalismcollaborationanalytical skillscustomer servicetime managementinterpersonal skills