Technical Support Engineer II

Services | Salt Lake City, UT, United States | AMERICAS

Technical Support Engineer II 

Location: Greater Salt Lake City, UT Area 

​The Technical Support Engineer II will provide technical assistance on  applications to resolve an end-user's connectivity issues with the NICE inContact™ 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 inContact™ 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. 

As a Technical Support Engineer II, a Typical Day Might Include the Following:​
  • Work tickets via 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:
  • ​Associates 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 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 communications 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:
  • 2+ 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

ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s No. 1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions. 

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