IT Technical Support Engineer

Position Overview:

As an IT Technical Support Engineer, you will provide exceptional technical support to our local and remote employees and contractors.  Candidates should have a good balance of technical and customer service skills and be passionate about technology and helping people.  Strong customer service and troubleshooting skills are imperative, as is the ability to communicate technical information, both verbal and written to a wide range of end-users with varied technical skill levels.  Works within a team that covers multiple geographies, using various communications channels to interact with the team and support users directly.  Occasional travel and after-hours work may be required.

Essential Functions and Responsibilities:

• Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware via support tickets, email, instant message, or phone. Installation, support, and upgrades of computer systems, including software and peripherals, and other related peripheral systems as it relates to the support of corporate IT systems and office facilities.  

• Follow up on outstanding requests and ensure timely resolution.

• SNOW Support queue management and handling of more complex tickets (escalations). 

• Participate in knowledge transfer and Internal KB management.

• Large Meeting (All Hands/Town Hall), and event support.

• Proactively identify opportunities to streamline and automate processes and leverage data-driven insights to continuously improve team performance.

• Participate in managing and monitoring internal assets to ensure accurate inventory records.

• Participate in the development and implementation of information technology and infrastructure projects.

• Assist in processing purchase orders and interact with procurement and accounting staff for PO, shipping, and invoice processing.

• Manage and maintain user access accounts and configure hardware as part of corporate on and off-boarding processes.

• Offer facilities support to NiCE office locations, including building, telco, network infrastructure, and Internet service provider management and supporting audio and video equipment in conference rooms.

• Execute assigned tasks related to internal projects as they arise.

• Other duties may be added and/or assigned as needed.

Education/ Experience Requirements:

• Bachelor’s degree in computer science, or associate degree plus two years of tech support experience or three plus years of tech. support experience as an IT Support Engineer.

• Effective communication in English is essential.

• Knowledge of and experience in desktop support, including Windows, Mac, and Linux systems.

• Server Administration (Windows) Virtual and Physical, Cloud-based and On-Prem. 

• Knowledge of and experience supporting computer hardware and software, mobile devices (IOS and Android), and other peripherals such as Printers, Monitors, Docking Stations, Cameras, Scanners, and multi-function devices. 

• Experience managing and maintaining Microsoft Active Directory Infrastructure environments, including the administration of user, computer, and service accounts.

• Aptitude to learn quickly and effectively.

• Managing and maintaining Microsoft O365 enterprise accounts.

• Sharp attention to detail and excellent organizational skills.

• Able to effectively communicate technical information to both technical and nontechnical personnel.

• The person in this position is expected to be a self-starter who does not require much supervision, is resourceful, possesses a strong customer service attitude, and must work well in a team environment.

Nice to have:

• A basic understanding of Corporate IT technology solutions and infrastructure.

• Support of a variety of computer operating systems, including Windows, MacOS, and various Linux OS distributions (Debian/Ubuntu, RedHat/CentOS) and possibly others.

• Computer hardware, mobile devices (IOS and Android) and other peripherals such as Printers, Monitors, Docking Stations, Cameras, Scanners, and multi-function devices.

• Exposure to cloud technologies (AWS, Azure, and/or GCP).

• Exposure to authentication Services (Active Directory).

• CompTIA A+, Net+, Security+ or equivalent. 

• Additional technical certifications are welcome.