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Senior IT Technical Support
2 weeks ago
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.
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 looking for a highly skilled and experienced Senior Technical Support Engineer to join our support team in the Philippines. The ideal candidate will be responsible for handling complex technical issues, mentoring junior engineers, and ensuring timely resolution of customer concerns. This role involves deep technical troubleshooting, client communication, documentation, and cross-functional collaboration.
Key Responsibilities:
- Provide advanced Level 2/3 technical support for software, hardware, or network-related issues.
- Troubleshoot complex incidents using tools, logs, remote diagnostics, and escalation procedures
- Knowledge of Active Directory Users and Computers
- Apple Mac configuration & troubleshooting.
- Experience with Office 365 and Mac client support
- Laptop preparation for New Joiner/Replacement/Future Requirement
- New Joiner IT onboarding /Offboarding for PH and APAC region
- Maintain IT inventory.
- Maintain detailed documentation of issues, troubleshooting steps, and final resolutions
- Monitor support SLAs and ensure issues are resolved within defined timelines
Have you got what it takes?
Requirements:
Bachelor's degree in computer science, Information Technology, Engineering, or related field.
Experience:
- Minimum 9-10 years of experience in technical support, system administration, or IT
- Experience in customer-facing roles, cross regions environments.
Technical Skills:
- Proficient in Windows/MAC and Linux administration.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira)
- Strong understanding of troubling windows issues
Soft Skills:
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work under pressure and prioritize effectively.
- Customer-first mindset and commitment to delivering high-quality service.
Work Schedule:
Philippines Time (Standard APAC Business Hours) & Rotational Shift
What's in It for You?
Join an ever-growing, market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about innovation and thrive in dynamic settings, this is your chance to make an impact.
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: 8289
Reporting into: Manager, IT Technical Support
Role Type: Individual Contributor
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.
