IT Technical Support

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 seeking a skilled and customer-focused IT Support Specialist with 4+ years of experience supporting enterprise LAN/WAN/VPN/Wireless infrastructure in both office-based and remote environments. This role is hands-on and covers a wide range of IT responsibilities including Tier II support, hardware/software troubleshooting, system upgrades, imaging, Active Directory, and VPN connectivity. You'll be the go-to IT contact for a local office, while also collaborating with global and remote teams. Strong communication, problem-solving skills, and the ability to work independently are essential. Experience with Windows 11, Office365, Microsoft Teams, Autopilot/SCCM, and ServiceNow is highly valued.

Hands-on experience with the following:

• Excellent Customer Service Skills a must

• Providing Tier II support for corporate desktop/laptop computer infrastructure supporting office-based clients and remote users

• Install, maintain, troubleshoot and upgrade desktop/laptop hardware and software

• Management of user rights and security settings at desktop/laptop computer level

• Rollout experience of large Windows upgrades

• Hardware support of LAN based printers and local printers

• Desktop/Laptop imaging solutions – Windows Autopilot & SCCM a plus

• Remote access tools such as RDP or TeamViewer

• Active directory management tools such as Microsoft’s Group Policy Management Console (GPMC)

• Support of Microsoft Windows 11, Microsoft Outlook, Office365

• Support of Microsoft Teams

• Support of VPN connectivity technologies for traveling/remote users (FortiClient a plus)

• Implementation, administration and support of backup technologies for hardware and software

• Implementation and support of anti-virus solutions

• Familiarity with LAN/WAN components and protocols: TCP/IP, DHCP, DNS, switches, routers and wireless connectivity. Required to support systems/networking teams with onsite server room.

• Strong analytical, problem solving & communication skills

• ServiceNow (SNOW) service management experience a plus

• Installation and connectivity support for approved handheld devices – activating iPhone, Android, using Microsoft InTune

• Laptop & Peripherals Equipment Order Process

Requirements:

4+ years of experience in an enterprise supporting LAN/WAN/VPN/Wireless infrastructure environment that has both office-based and remote end-users. Experience meeting all the IT needs of a local office from new hires, adds/moves/changes, level II troubleshooting, and being the face of IT globally. Excellent Customer Service skills and must be able to work alone and with remote teams.

Education:

Degree in Computer Science or Information Technology – Desired (Or Equivalent work experience)

CompTIA A+ or MCP certifications - Desired

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.