Technical Support Engineer at NICE

Australia - SydneyFull-timeGCO - ITPosted 23 days ago

About the Role

<div class="content-intro">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.</div>So, what’s the role all about? We are looking for a proactive and customer-focused Technical Support Engineer to provide end-to-end technical support for corporate users in a fast-paced enterprise environment. The role involves day-to-day user issue resolution, ServiceNow ticket management, & device lifecycle support, The ideal candidate is technically strong, calm under pressure, and a strong team player. How will you make an impact?   End-User Support <ul> <li>Provide Level 2 technical support for Windows, macOS, and Linux systems</li> <li>Resolve day-to-day user issues related to hardware, software, OS, and enterprise applications. </li> <li>Support to senior level users with professionalism and discretion. Perform desk-side and remote troubleshooting as requiredInfrastructure & Cloud Management</li> </ul> Device & Endpoint Management <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support device provisioning, deployment, and troubleshooting using Windows Autopilot</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Handle onboarding and offboarding activities (laptops, access, peripherals)</li> </ul> Ticketing & ITSM <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Log, track, and resolve incidents and service requests using the ServiceNow portal</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure timely updates, SLA adherence, and proper documentation of tickets</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Participate in problem management and root cause analysis when required</li> </ul> Collaboration & Operations <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Coordinate with global IT teams, vendors, and internal stakeholders.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Escalate issues appropriately and follow through until resolution</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Be a reliable team player.</li> </ul> Audio/Video & Collaboration Tools (Added Advantage) <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support A/V systems, meeting rooms, and conferencing setups</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Troubleshoot Microsoft Teams, video calls, and collaboration tools</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Assist users during executive meetings, town halls, and critical sessions</li> </ul> Have you got what it takes? <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelor’s degree in IT, Computer Science, Engineering, or related field.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">3-5 years of hands-on experience with Windows, macOS, and Linux OS troubleshooting</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong hands-on experience with ServiceNow (Incident, Request, Change, Asset</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience with Windows Autopilot and device lifecycle management</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Knowledge of networking basics (Wi-Fi, VPN, DNS, printers, peripherals)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with endpoint security and enterprise IT environments</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to work in a fast-paced, high-visibility environment.</li> </ul> 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: 9656 Reporting into: Tech Support Manager-APAC Role Type: Individual Contributor<div class="content-conclusion">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.  </div>

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