IT Technical Support

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.

Position Overview: 

As an IT Technical Support Engineer, you will provide exceptional technical support to our local and remote employees and contractors.  Candidates should have a good balance of technical and customer service skills and be passionate about technology and helping people.  Strong customer service and troubleshooting skills are imperative, as is the ability to communicate technical information, both verbal and written to a wide range of end-users with varied technical skill levels.  Works within a team that covers multiple geographies, using various communications channels to interact with the team and support users directly.  Occasional travel and after-hours work may be required. 

Essential Functions and Responsibilities:   

• Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware via support tickets, email, instant message, or phone. Installation, support, and upgrades of computer systems, including software and peripherals, and other related peripheral systems as it relates to the support of corporate IT systems and office facilities.   

• Follow up on outstanding requests and ensure timely resolution. 

• SNOW Support queue management and handling of more complex tickets (escalations).  

• Participate in knowledge transfer and Internal KB management. 

• Large Meeting (All Hands/Town Hall), and event support. 

• Proactively identify opportunities to streamline and automate processes and leverage data-driven insights to continuously improve team performance. 

• Participate in managing and monitoring internal assets to ensure accurate inventory records. 

• Participate in the development and implementation of information technology and infrastructure projects. 

• Assist in processing purchase orders and interact with procurement and accounting staff for PO, shipping, and invoice processing. 

• Manage and maintain user access accounts and configure hardware as part of corporate on and off-boarding processes. 

• Offer facilities support to NiCE office locations, including building, telco, network infrastructure, and Internet service provider management and supporting audio and video equipment in conference rooms.