Senior Designated Support Engineer

The Senior DSE will provide technical assistance on applications to resolve an end-user's connectivity issues with the NiCE 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 . 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.

A Typical Day Might Include the Following: Work tickets via a 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