Technical Support Engineer III

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

Technical Support Engineer III

Location: Salt Lake City, UT

A successful Technical Support Engineer III will be responsible for assisting the Technical Service Tier 1 and Tier 2 Engineers to provide advanced technical assistance of custom applications to end-users of the NICE inContact™ suite of technology products. Responsibilities include ensuring published service level agreements are met and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base. This position requires the ability to troubleshoot unique customer issues, higher network and platform level issues, act in a consultative fashion to help the Service Desk arrive at a mutually beneficial solution for our customers, carriers, partners and coordinate with internal departments to provide a collaborative solution experience that will leave the NICE inContact™ customer with a positive experience and a product that meets their needs.

Additionally, a Technical Support Engineer III will assist in training new engineers and work with existing Engineers to improve work flow and assist in troubleshooting. This position will also assist the Manager and Director of Technical Service Desk by acting as a backup when needed and providing insight and feedback on technical issues.

As a Technical Support Engineer III, a Typical Day Might Include the Following:
  • Provides a specialized skill set and experience to successfully address and resolve Incidents that cannot be resolved by Technical Support Engineers I and II
  • Investigates and coordinate resolution and recovery actions for assigned Incidents
  • Acts as a technical liaison or subject matter expert in with support to cross-functional NICE inContact departments
  • Assists in training and provides support to Technical Service Tier 1 and Tier 2 Engineers with advanced trouble-shooting needs
  • Continually finds ways to improve process and workflow efficiency, including staying up to date on industry best practices
  • Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices
  • Creates, manages and responds to trouble-tickets submitted to Tier 3 by internal departments on behalf of customers that are experiencing challenges using NICE inContact™ technology software and connectivity products
  • Responsible for working with 3rd party vendors including partners and carriers
  • Attends meetings and trainings as required
  • Responsible for supporting high level escalations during business hours
  • Must be available 24/7 as an escalation point for Tier 2 staff and management
  • Identifies and resolves all technical challenges as appropriate, executes duties in a thorough and timely manner
  • Ability to Troubleshoot Networking, VoIP and Digital Tap Telephony Systems, Windows Server OS, and server hardware issues for SAAS and Premise based installations
  • Ability to understand and follow project buildouts
  • Supports internal organizations in troubleshooting and identifying issues with the network, platform and product suite
  • Identifies and documents product and network defects requiring code changes to correct bugs
  • Ability to read and comprehend application and server log files
  • Manages trouble tickets, seeking resolution to close tickets and support customers quickly and efficiently on an as needed basis
  • Regularly works flexible schedule and participates in the on-call rotation
  • Travel to customer's locations is required when an onsite Technical Resource is required

To Land This Gig You'll Need:
  • ​Bachelor Degree in Computer Science, Networking or equivalent work experience required.
  • 6+ years in a technical role in telecommunications, software or LAN/WANs
  • A minimum of 1 year in a technical support role for software and hosted products
  • Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP) TCP/IP networking knowledge and VoIP technology exposure, including SIP, SIP2, SCCP, NEC, H323 (Avaya, Cisco, Siemens), MGCP and Misspelled WordUnistim, also knowledge of Softphones
  • Familiarity with and understand the following Telephony Integrations: Avaya, Cisco, Misspelled WordShoreTel, Misspelled WordMiTel, Nortel, Ai-Misspelled WordLogix, VoIP, Misspelled WordGenesys, SBC
  • Misspelled Word Expeirence with the following Misspelled WordiWFO products: Screen Recording, Playback (web portal, IIS, WMS, API, Info Broker), Desktop Analytics, Speech Analytics, Misspelled WordOnDemand, Reporting, Archiving, SQL Database
  • Web Services and API knowledge and understanding of conceptual use
  • Demonstrated technical problem solving proficiency
  • Understanding of basic channel scripting fundamentals
  • Solid understanding of internet fundamentals
  • Excellent analytical and advanced troubleshooting skills with end-users/customers
  • Excellent customer service and communication skills, both verbal and written
  • Ability to multitask and work well in a fast-paced environment
  • Proficient in Microsoft Office applications
  • Able to work with little supervision and complete projects per specifications and deadlines
  • Meet requirements of Tier 1-2 training and abilities​

Bonus Experience: 
  • Extensive software, telecommunications and IP Telephony
  • Experience using SIP signaling
  • Web Services and API knowledge and understanding of conceptual use
  • Competent in database and SQL concepts and scripting
  • Dialer knowledge and use
  • Workforce Management Experience
  • Ability to read and write in C# code
  • ITIL Experience or KCS (Knowledge Centered Support) Experience

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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