IT Technical Support Engineer

NiCE is a global software company serving 25,000+ businesses. This IT Technical Support Engineer role provides day-to-day technical support to local and remote employees and contractors across multiple geographies, managing support tickets, system installations, upgrades, and infrastructure projects.

* Provide technical support to employees for network infrastructure, systems, software, and hardware via tickets, email, instant message, and phone * Install, support, and upgrade computer systems including software, peripherals, and related systems for corporate IT infrastructure * Manage SNOW support queue and handle complex ticket escalations * Manage and monitor internal IT assets to ensure accurate inventory records * Support user access management and hardware configuration for employee onboarding and offboarding * Provide facilities support to NiCE office locations including building, network infrastructure, and audio/video equipment in conference rooms

* Bachelor's degree in computer science, or associate degree plus 2+ years of tech support experience, or 3+ years of IT support experience * Knowledge and experience with desktop support including Windows, Mac, and Linux systems * Experience with Windows server administration (virtual, physical, cloud-based, and on-premises) * Experience supporting computer hardware, software, mobile devices (iOS and Android), and peripherals (printers, monitors, docking stations, cameras, scanners) * Experience managing and maintaining Microsoft Active Directory infrastructure and user/computer/service accounts * Experience managing and maintaining Microsoft Office 365 enterprise accounts * Effective English communication skills (verbal and written) * Strong customer service and troubleshooting skills; ability to communicate technical information to users with varying technical skill levels * Self-starter who works well independently and in a team environment

* Support for various Linux OS distributions including Debian, Ubuntu, RedHat, and CentOS * Exposure to cloud technologies such as AWS, Azure, and GCP * CompTIA A+, Network+, Security+, or equivalent certifications * Additional technical certifications

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