Nice~18d ago

Technical Support Engineer

Australia - Sydney,Sydneymid

OtherTechnical Support EngineerCustomer SuccessTechnical SupportCustomer

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Quick Summary

Overview

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.

Technical Tools

OtherTechnical Support EngineerCustomer SuccessTechnical SupportCustomer

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.

We are looking fo 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.

End-User Support

Provide Level 2 technical support for Windows, macOS, and Linux systems
Resolve day-to-day user issues related to hardware, software, OS, and enterprise applications.
Support to senior level users with professionalism and discretion. Perform desk-side and remote troubleshooting as requiredInfrastructure & Cloud Management

Device & Endpoint Management

Support device provisioning, deployment, and troubleshooting using Windows Autopilot
Handle onboarding and offboarding activities (laptops, access, peripherals)

Ticketing & ITSM

Log, track, and resolve incidents and service requests using the ServiceNow portal
Ensure timely updates, SLA adherence, and proper documentation of tickets
Participate in problem management and root cause analysis when required

Collaboration & Operations

Coordinate with global IT teams, vendors, and internal stakeholders.
Escalate issues appropriately and follow through until resolution
Be a reliable team player.

Audio/Video & Collaboration Tools (Added Advantage)

Support A/V systems, meeting rooms, and conferencing setups
Troubleshoot Microsoft Teams, video calls, and collaboration tools
Assist users during executive meetings, town halls, and critical sessions

Bachelor’s degree in IT, Computer Science, Engineering, or related field.
3-5 years of hands-on experience with Windows, macOS, and Linux OS troubleshooting
Strong hands-on experience with ServiceNow (Incident, Request, Change, Asset
Experience with Windows Autopilot and device lifecycle management
Knowledge of networking basics (Wi-Fi, VPN, DNS, printers, peripherals)
Familiarity with endpoint security and enterprise IT environments
Ability to work in a fast-paced, high-visibility environment.

Requisition ID: 25214
Reporting into: Tech Support Manager-APAC
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.