Job 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?
In this role, you will be responsible for supporting a hybrid environment (Mac & Windows) and managing enterprise A/V solutions. You will be expected to work independently within the ticketing system to manage your workflow, while ensuring high service levels in a fast-paced IT/AI organization.
How will you make an impact?
Incident, Problem & Request Management
Independent Ticket Management: Independently manage and resolve incidents, service requests, and problems logged via ServiceNow (SNOW) or other ITSM tools, ensuring full accountability from intake to resolution.
L2/L3 Support: Act as L2/L3 support for complex technical issues in a mixed Mac and Windows environment.
SLA Adherence: Ensure strict adherence to Service Level Agreements (SLA) and maintain high customer satisfaction metrics.
Root Cause Analysis: Perform detailed root cause analysis (RCA) for recurring and high-impact issues to drive permanent resolutions.
MAC Activities: Manage and execute Move, Add, Change (MAC) activities, including workstation setup, user onboarding/offboarding, desk moves, and hardware refreshes.
A/V & Conferencing Support
Meeting Room Ownership: Provide expert-level support for enterprise A/V and collaboration systems, ensuring meeting rooms are always operationally ready.
Hardware Support: Support Poly, Cisco, Logitech, and Microsoft Teams Rooms (MTR), including displays, controllers, switchers, codecs, and networked A/V components.
Event Support: Support and manage high-visibility events such as town halls, executive meetings, webinars, and training sessions.
Proactive Monitoring: Proactively monitor and troubleshoot A/V systems to ensure zero downtime and an optimal user experience.
Inventory & Asset Management
- Asset Control: Own IT asset and inventory management, including laptops (Mac/PC), peripherals, A/V equipment, and accessories.
Have you got what it takes?
- Bachelor’s degree in IT, Computer Science, Engineering, or related field.
- 3-5 years of experience in IT Support, Workplace Technology, or Service Operations roles.
- Experience with ServiceNow (Incident, Request, Assets)
- Proven expertise in A/V and conferencing technologies.
- Strong understanding of: MAC & Windows configuration and troubleshoot.
- 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: 9804
Reporting into: Team Lead, IT Technical Support
Role Type: IC
#LI-Hybrid
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.
