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Proactive Technical Support Engineer

NiCEAustralia - Sydney
On-site Full-time

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Experience Level

Experience

Qualifications

Do you have what it takes?Bachelor’s degree in IT, Computer Science, Engineering, or a related field.3-5 years of hands-on experience with Windows, macOS, and Linux systems. Proficient in troubleshooting hardware and software issues. Excellent communication skills and ability to work under pressure. Experience with ServiceNow or similar ITSM tools is a plus.

About the job

At NiCE, we continually push the boundaries of innovation and excellence. Our ambitions are high, and we thrive on challenges as we aim to be game changers in our industry. If you share our passion for delivering outstanding results and are ready to ignite your career, we have the perfect opportunity for you.

What does this role entail?

We are seeking a dedicated and customer-oriented Technical Support Engineer to deliver comprehensive technical support to corporate users within a dynamic enterprise setting. This role encompasses resolving daily user issues, managing ServiceNow tickets, and supporting device lifecycles. The ideal candidate will demonstrate technical expertise, remain composed under pressure, and work collaboratively within a team.

Your impact will be felt in the following areas:

End-User Support

  • Deliver Level 2 technical support for Windows, macOS, and Linux platforms.
  • Address daily user issues concerning hardware, software, operating systems, and enterprise applications.
  • Provide professional and discreet support to senior-level users, conducting both desk-side and remote troubleshooting as necessary.

Device & Endpoint Management

  • Assist in device provisioning, deployment, and troubleshooting via Windows Autopilot.
  • Manage onboarding and offboarding procedures (laptops, access, peripherals).

Ticketing & ITSM

  • Log, track, and resolve incidents and service requests through the ServiceNow portal.
  • Ensure timely updates, adherence to SLAs, and accurate documentation of tickets.
  • Engage in problem management and root cause analysis as required.

Collaboration & Operations

  • Coordinate with global IT teams, vendors, and internal stakeholders.
  • Appropriately escalate issues and ensure follow-through until resolution.
  • Be a dependable team player.

Audio/Video & Collaboration Tools (Preferred)

  • Support audio/video systems, meeting rooms, and conferencing setups.
  • Troubleshoot Microsoft Teams, video calls, and collaboration tools.
  • Assist users during executive meetings, town halls, and critical sessions.

About NiCE

NiCE is at the forefront of redefining industry standards, consistently challenging the status quo to achieve remarkable results. We are a team of ambitious innovators dedicated to making a significant impact in our field.

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