Job description
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
The primary function of the IT Help Desk Technician is to provide frontline support by managing tickets as well as phone calls, for customer issues specific to Internet access or SDWAN problems. This individual works within a team to ensure user requests are resolved in a timely manner and to the end user’s satisfaction. The IT Help Desk Technician I works to help solve first-line customer issues specific to a limited product set of telecom and connectivity solutions.
How will you make an impact?
- Acts as the initial point of contact for all tickets, emails, and phone calls from customer ticketing portals or customers directly
- Creates tickets with 3rd party vendors (like ISPs) and manages the progress and closure of those tickets to ensure customers resolve issues
- Performs some moves, adds, changes, deletion of services or accounts
- Helps to develop new procedures or system enhancements to improve work performance
- Escalates problems to the appropriate technical group for resolution. This may include groups outside of the Information Technology team
- Assists in scheduling hardware and software installations and upgrades
- Updates and creates new documentation for the Information Technology team
- Communicates in an effective and professional way with customers inside and outside of NiCE
- Maintains and supports equipment inventory, including working with manufacturers on RMA’s and other hardware repairs
- Strives to help the team achieve all KPI’s and SLA’s as laid out by management
- Works on special projects given by the manager
Have you got what it takes?
- Strong customer service, communication and organizational skills
- Good understanding of Windows 10 and beyond
- Strong diagnostic and troubleshooting of related network components
- Previous work experience with trouble ticketing systems
- Experience managing an IP PBX
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Enjoy NICE-FLEX!
At NICE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: 7709 Reporting into: Director, Customer Experience
Role Type: Individual Contributor
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
