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Senior Designated Support Engineer

1 month ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
SQL
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 21

Description

  • Troubleshoot and diagnose escalated customer connectivity and application issues for the NiCE product suite.
  • Work tickets via a web-based ticketing system, email, voice, and chat, validating prioritization and notifying users of progress.
  • Fix end-user application issues and provide incident resolution and recovery.
  • Record, route, and keep clear and thorough records of all actions in the ticketing system.
  • Escalate incidents to specialist groups and monitor escalations until resolution.
  • Open and monitor incidents with third-party providers and coordinate cross-team resolution efforts.
  • Pull and analyze logs and read/analyze network diagrams to support troubleshooting.
  • Troubleshoot telephony and network technologies including VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services.
  • Regularly work a flexible schedule and participate in on-call rotations as required.
  • Communicate effectively and professionally with internal and external customers to arrive at mutually beneficial solutions.

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, analytical, and critical-thinking skills in a fast-paced, agile environment.
  • Excellent written and verbal communication skills and the ability to handle interactions professionally with internal and external clients.
  • 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).
  • (Preferred) 4+ years in a technical support role in a software or telecommunications environment.
  • (Preferred) IP Telephony / telecommunications experience and dialer / Workforce Management knowledge.
  • (Preferred) Web services and API conceptual knowledge.
  • (Preferred) Competency in database and SQL concepts.

Benefits

  • Work for a market-leading company recognized for AI, cloud, and digital innovation with a global footprint (8,500+ employees across 30+ countries).
  • Join a company whose software is used by 25,000+ businesses, including 85 of the Fortune 100.
  • Opportunity to work on products that process large-scale interactions and transactions (120M+ interactions daily; 3+ billion transactions monitored).
  • NiCE is an equal opportunity employer and provides consideration without regard to protected characteristics.

Interested in this position?

Apply directly on the company website

Apply Now

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