Technical Support Engineer

Who you are

You are a proactive and customer-focused Technical Support Engineer with experience providing Level 2 technical support for Windows, macOS, and Linux systems. You have a strong technical background and are calm under pressure, making you an ideal candidate for resolving day-to-day user issues related to hardware, software, operating systems, and enterprise applications. You understand the importance of professionalism and discretion when supporting senior-level users, ensuring their technical needs are met efficiently.

You are skilled in device and endpoint management, supporting device provisioning, deployment, and troubleshooting using Windows Autopilot. You are familiar with onboarding and offboarding activities, including managing laptops, access, and peripherals. Your ability to log, track, and resolve incidents and service requests using the ServiceNow portal demonstrates your commitment to timely updates, SLA adherence, and proper documentation of tickets.

You thrive in a collaborative environment, coordinating with global IT teams, vendors, and internal stakeholders to ensure seamless operations. Your strong team player mentality allows you to contribute effectively to problem management and root cause analysis when required. You are dedicated to providing exceptional end-user support and continuously improving the technical support process.

Desirable

Experience with ITSM frameworks and familiarity with ticketing systems beyond ServiceNow would be advantageous. Knowledge of cloud management and infrastructure support is also a plus, as it complements your technical skill set and enhances your ability to provide comprehensive support.

What you'll do

In this role, you will provide Level 2 technical support for corporate users, addressing a variety of technical issues related to hardware, software, and enterprise applications. You will be responsible for performing desk-side and remote troubleshooting as required, ensuring that user issues are resolved promptly and effectively. Your expertise in Windows, macOS, and Linux systems will be crucial in delivering high-quality support to users across the organization.

You will manage ServiceNow tickets, logging, tracking, and resolving incidents and service requests while ensuring timely updates and adherence to SLAs. Your attention to detail and commitment to proper documentation will help maintain a high standard of service delivery. You will also participate in problem management and root cause analysis, contributing to the continuous improvement of the technical support process.

Collaboration is key in this role, as you will coordinate with global IT teams, vendors, and internal stakeholders to ensure that user needs are met efficiently. You will support device provisioning, deployment, and troubleshooting, utilizing tools like Windows Autopilot to streamline processes. Your ability to handle onboarding and offboarding activities will ensure that users have the necessary access and equipment to perform their roles effectively.

What we offer

At NICE, you will be part of a dynamic team that values innovation and excellence. We offer a supportive work environment where you can grow your skills and advance your career. You will have the opportunity to work with cutting-edge technology and contribute to meaningful projects that impact our users positively. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.