Technical Support Engineer

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

• 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.

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