Technical Support Engineer

So, what’s the role all about?

We are looking for an experienced Technical Support Engineer to provide advanced technical support across workplace IT, collaboration, and A/V ecosystems. The role requires strong expertise in Service Now based ITSM operations, inventory and asset management, MAC activities, and enterprise A/V solutions, with exposure to AI-driven support tools and automation within a fast-paced IT/AI organization

 How will you make an impact? 

 Incident, Problem & Request Management 

• Act as L2/L3 supports incidents, service requests, and problems logged via ServiceNow (SNOW) or other ITSM tools. 
• Ensure adherence to SLA and customer satisfaction metrics. 
• Perform detailed root cause analysis (RCA) for recurring and high-impact issues and drive permanent resolutions. 
• Manage and execute MAC activities including workstation setup, user onboarding/offboarding, desk moves, and hardware refreshes 

Inventory & Asset Management 

• Own IT asset and inventory management, including laptops, peripherals, A/V equipment, and accessories. 
• A/V & Conferencing Support 
• Provide expert-level support for enterprise A/V and collaboration systems, including: 

Poly, Cisco, Crestron, Logitech, Barco, Microsoft Teams Rooms (MTR) 

Displays, controllers, switchers, codecs, and networked A/V components. 

• Support and manage high-visibility events such as town halls, executive meetings, webinars, and training sessions. 
• Proactively monitor and troubleshoot A/V systems to ensure zero downtime and optimal user experience. 

Have you got what it takes?

• Bachelor’s degree in IT, Computer Science, Engineering, or related field. 
• 5-6 years of experience in IT Support, Workplace Technology, or Service Operations roles. 
• Strong hands-on experience with ServiceNow (Incident, Request, Change, Asset 
• Proven expertise in A/V and conferencing technologies. 
• Strong understanding of: 

MAC & Windows configuration and autopilot process

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: 9550
Reporting into: Tech Support Manager-APAC
Role Type: Individual Contributor