Senior Technical Support Technician

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 an experienced Technical Support Technician to serve as the primary IT owner for our Dusseldorf office.

While you will be an integral part of our broader EMEA Technical Support team, you will be the sole on-site technician in Dusseldorf. This means you must be highly independent, proactive, and comfortable collaborating remotely with a global team. In this role, you will be responsible for supporting a hybrid environment (Mac & Windows), managing enterprise A/V solutions, and taking strict ownership of local IT asset management.

Works within global IT standards and escalates deviations, while owning local execution and vendor coordination.

How You Will Make an Impact?

Site Ownership & Independent Suppor t

• Local Leadership: Act as the face of IT for the Dusseldorf site, taking full ownership of the local tech environment without needing day-to-day on-site supervision.
• Remote Collaboration: Work seamlessly with the broader EMEA and global IT teams, escalating complex issues when necessary while handling local, hands-on resolutions independently.
• Independent Ticket Management: Independently manage and resolve incidents, service requests, and problems logged via ServiceNow (SNOW) or other ITSM tools.
• L2/L3 Support: Act as the primary escalation point for complex technical issues in a mixed Mac and Windows environment.

Inventory & Asset Management (ITAM)

• End-to-End Asset Control: Take absolute ownership of the local hardware lifecycle. This includes receiving, deploying, tracking, and retiring laptops, peripherals, and A/V equipment.
• Inventory Accuracy: Maintain meticulous records within the asset management system, ensuring physical inventory always matches systemic records (e.g., in ServiceNow or related ITAM platforms).
• MAC Activities: Manage and execute Move, Add, Change (MAC) activities, including workstation setup, user onboarding/offboarding, desk moves, and hardware refreshes.

A/V & Conferencing Support

• Meeting Room Ownership: Provide expert-level support for enterprise A/V and collaboration systems, ensuring Dusseldorf meeting rooms are always operationally ready.
• Hardware Support: Support Poly, Cisco, Logitech, and Microsoft Teams Rooms (MTR), including displays, controllers, switchers, codecs, and networked components.

Do you have what it takes?

Required

• 5+ years of experience in IT Support, Workplace Technology, or Service Operations, with at least 3 years in a large-scale enterprise environment (1,000+ employees, multi-site or global operations)
• Relevant industry certifications (e.g., CompTIA, ITIL, Microsoft, Jamf, Cisco, or similar)
• Hands-on experience with ServiceNow (Incident, Request, and Asset modules)
• Proven experience with enterprise A/V and conferencing technologies
• Strong Mac and Windows configuration and troubleshooting skills — you should be able to explain why something broke, not just what broke
• Solid understanding of networking fundamentals (LAN/WAN, Wi-Fi, IP addressing, DNS, DHCP)
• Experience with endpoint management across Windows, macOS, and Linux
• Familiarity with inventory and asset lifecycle management practices
• Fluent English, written and spoken — required for daily collaboration with local and global teams

You'll have an advantage if you also have;

• Experience supporting executive-level users in a global tech or enterprise software company
• Scripting skills (PowerShell, Bash, Python) applied to operational automation
• Experience with MDM platforms (Jamf, Intune, or similar)
• Familiarity with Zero Trust or modern endpoint security frameworks

Who You Are

• A clear communicator who's comfortable working with stakeholders at all levels.
• Confident and composed when supporting senior leadership — you understand that IT is a high-visibility function.
• Self-directed and accountable — you manage your queue without being chased.
• Naturally curious about the systems you manage and the problems you solve.
• Proactive rather than reactive when it comes to system health and process improvement.

Requisition ID: 10884

Reporting into: Team Lead, IT Technical Support

Job type:  Individual contributor

#LI-Hybrid

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.