• Provide technical assistance on applications to resolve end-users' connectivity issues with the NiCE suite of products • Troubleshoot and diagnose escalated customer issues • Act in a consultative fashion to arrive at mutually beneficial solutions for customers • Coordinate with internal departments to provide a collaborative solution • Work tickets via a web-based ticketing system, email, voice, or chat • Validate 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 • Escalate incidents when necessary • Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services • Open and monitor incidents created with 3rd party providers • Pull and analyze logs for troubleshooting for contacts, applications, etc. • Read and analyze network diagrams • Regularly work flexible schedules and on-call services • Communicate effectively and professionally with internal and external customers