Technical Support Engineer at NICE

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

24 Mar, 26

Salary

0.0

Posted On

24 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Service Now, ITSM, A/V Solutions, Incident Management, Problem Management, Request Management, Root Cause Analysis, Inventory Management, Asset Management, Networking Fundamentals, Endpoint Management, Communication Skills, Stakeholder Management, Customer Service, Collaboration Systems

Industry

Software Development

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? We are looking for an experienced Technical Support Engineer to provide advanced technical support across workplace IT, collaboration, and A/V ecosystems. The role requires strong expertise in Service Now based ITSM operations, inventory and asset management, MAC activities, and enterprise A/V solutions, with exposure to AI-driven support tools and automation within a fast-paced IT/AI organization How will you make an impact? Incident, Problem & Request Management Act as L2/L3 supports incidents, service requests, and problems logged via ServiceNow (SNOW) or other ITSM tools. Ensure adherence to SLA and customer satisfaction metrics. Perform detailed root cause analysis (RCA) for recurring and high-impact issues and drive permanent resolutions. Manage and execute MAC activities including workstation setup, user onboarding/offboarding, desk moves, and hardware refreshes Inventory & Asset Management Own IT asset and inventory management, including laptops, peripherals, A/V equipment, and accessories. A/V & Conferencing Support Provide expert-level support for enterprise A/V and collaboration systems, including: Poly, Cisco, Crestron, Logitech, Barco, Microsoft Teams Rooms (MTR) Displays, controllers, switchers, codecs, and networked A/V components. Support and manage high-visibility events such as town halls, executive meetings, webinars, and training sessions. Proactively monitor and troubleshoot A/V systems to ensure zero downtime and optimal user experience. Have you got what it takes? Bachelor’s degree in IT, Computer Science, Engineering, or related field. 5-6 years of experience in IT Support, Workplace Technology, or Service Operations roles. Strong hands-on experience with ServiceNow (Incident, Request, Change, Asset Proven expertise in A/V and conferencing technologies. Strong understanding of: MAC & Windows configuration and autopilot process Inventory and asset lifecycle management Networking fundamentals (LAN/WAN, Wi-Fi, IP addressing) Endpoint management (Windows, macOS, Linux) Excellent communication, stakeholder management, and customer-facing skills. Ability to work in a fast-paced, high-visibility environment. 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: 9550 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.

Responsibilities

The Technical Support Engineer will provide advanced technical support across workplace IT, collaboration, and A/V ecosystems, ensuring adherence to SLA and customer satisfaction metrics. Responsibilities include incident management, inventory and asset management, and expert-level support for A/V systems.