Technical Support Engineer at NICE

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

12 Apr, 26

Salary

0.0

Posted On

12 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Windows, macOS, Linux, ServiceNow, Troubleshooting, Device Management, Networking, Endpoint Security, Collaboration Tools, Audio/Video Support, Customer Focused, Problem Management, Root Cause Analysis, Team Player, Fast-Paced Environment

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 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. How will you make an impact? 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 Have you got what it takes? 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.

Responsibilities

Provide end-to-end technical support for corporate users, resolving issues related to hardware, software, and enterprise applications. Manage ServiceNow tickets and collaborate with global IT teams to ensure timely resolution of incidents.