So, what’s the role all about?
We are looking for a proactive and customer-focused Technical Support Engineer to provide end-to-end technical support for corporate users in a fast-paced enterprise environment. The role involves day-to-day user issue resolution, ServiceNow ticket management, & device lifecycle support, The ideal candidate is technically strong, calm under pressure, and a strong team player.

How will you make an impact?  

End-User Support

• Provide Level 2 technical support for Windows, macOS, and Linux systems
• Resolve day-to-day user issues related to hardware, software, OS, and enterprise applications.
  
• Support to senior level users with professionalism and discretion. Perform desk-side and remote troubleshooting as requiredInfrastructure & Cloud Management

Device & Endpoint Management

• Support device provisioning, deployment, and troubleshooting using Windows Autopilot
• Handle onboarding and offboarding activities (laptops, access, peripherals)

Ticketing & ITSM

• Log, track, and resolve incidents and service requests using the ServiceNow portal
• Ensure timely updates, SLA adherence, and proper documentation of tickets
• Participate in problem management and root cause analysis when required

Collaboration & Operations

• Coordinate with global IT teams, vendors, and internal stakeholders.
• Escalate issues appropriately and follow through until resolution
• Be a reliable team player.

Audio/Video & Collaboration Tools (Added Advantage)

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

Have you got what it takes?

• Bachelor’s degree in IT, Computer Science, Engineering, or related field.
• 3-5 years of hands-on experience with Windows, macOS, and Linux OS troubleshooting
• Strong hands-on experience with ServiceNow (Incident, Request, Change, Asset
• Experience with Windows Autopilot and device lifecycle management
• Knowledge of networking basics (Wi-Fi, VPN, DNS, printers, peripherals)
• Familiarity with endpoint security and enterprise IT environments
• Ability to work in a fast-paced, high-visibility environment.

What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

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: 9656
Reporting into: Tech Support Manager-APAC
Role Type: Individual Contributor

So, what’s the role all about?
Senior Salesforce Administrator will manage and enhance our Salesforce.com platform, requiring experience with the latest updates, user support, and advanced report design. A sales and service-oriented mindset and enthusiasm for Salesforce are crucial. This role involves overseeing Salesforce CRM and third-party applications while collaborating with internal sales, marketing, service, and operations teams.

How will you make an impact?  

• Handles more complex and/or high priority Salesforce projects
• Provides technical assistance and troubleshooting expertise to solve difficult issues and requirements
• Handles/assists with complex integration, 3rd party applications, and new functionality
• Provides suggestions/ideas, best practices, and alternative solutions to fellow admins
• Facilitates discussions related to improvements on Salesforce admin processes and procedures
• Performs sandbox refresh as needed

Have you got what it takes?

• Bachelor's Degree from 4-year accredited College/University, or equivalent experience.
• 5+ years' experience, a business analyst and/or service and support role.
• 5+ years of experience with operational support using Salesforce.com.
• 5+ years of experience in Salesforce.com CRM Application Administration.
• Salesforce certification is a plus!

You will have an advantage if you also have:

• Demonstrated proficiency in user security, profile and role management, custom objects, workflow and validation rules, email templates, formulas, dashboards & reporting.
• Must be experienced in Microsoft Office applications, including MS Word, Excel and PowerPoint.
• Must be detail-oriented and have strong problem-solving and analytical skills.
• Excellent verbal and written communication skills are essential.
• Able to meet deadlines, communicate delays, clarify ambiguous situations.
• Ability to work in a dynamic, fast-paced environment and pick up new skill sets quickly.

What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

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: 10728
Reporting into: Manager, Cloud Operations, CX
Role Type: Individual Contributor

So, what’s the role all about? 

We are seeking a skilled and forward-thinking End User Computing Architect (EUC Architect) to design, support, and maintain the end-user computing architecture across the organization, with a strong focus on macOS management using Microsoft Intune. 

The role is responsible for defining and supporting endpoint platforms including macOS, Windows, and Linux, managing device lifecycle, application delivery, security policies, and user experience. The position also provides third-tier technical support for complex endpoint issues and works closely with global IT teams to ensure a secure, scalable, and consistent digital workplace. 

How will you make an impact?  

• Design and maintain the end-user computing architecture, with strong focus on macOS device management using Microsoft Intune.  

• Manage the macOS device lifecycle, including enrolment, configuration, patching, compliance, and decommissioning.  

• Implement and maintain macOS management policies in Intune, including configuration profiles, compliance policies, and security baselines.  

• Manage Apple Business Manager (ABM) integration with Intune Automated Device Enrollment (ADE).  

• Deploy and manage macOS applications via Intune, including packaging, deployment configuration, and troubleshooting installation issues.  

• Implement macOS security controls, including FileVault, Gatekeeper, and device compliance policies.  

• Provide third-tier support for complex endpoint and device management issues.  

• Support cross-platform endpoint management and support across macOS, Windows, and Linux environments.  

• Work closely with global IT teams, security teams, and service desk to ensure consistent architecture and service delivery.  

• Design and implement device compliance and security policies aligned with enterprise standards.  

• Create and maintain technical documentation, architecture diagrams, and operational procedures.  

Have you got what it takes? 

• 5+ years of experience in endpoint management, including enterprise macOS environments.  

• Proven experience in endpoint architecture or senior endpoint engineering roles, responsible for designing and implementing scalable device management solutions.  

• Strong hands-on experience managing macOS devices using Microsoft Intune in enterprise environments.  

• Experience designing and implementing endpoint management architecture for global organizations.  

• Experience integrating Apple Business Manager (ABM) with Intune Automated Device Enrollment (ADE).  

• Experience working in large-scale environments supporting thousands of endpoints.  

• Experience defining endpoint strategy, roadmap, and technology direction.  

• Strong experience with Windows endpoint environments; experience with Linux endpoints is an advantage. 

• Experience designing and implementing VDI solutions, including Windows 365 (Cloud PC) and/or Azure Virtual Desktop (AVD), with focus on scalability, performance, and user experience. 

Architectural & Technical Skills 

• Ability to design, own, and evolve endpoint management architecture, including device lifecycle, provisioning, security controls, and application deployment strategies.  

• Experience defining and enforcing enterprise endpoint standards, policies, and best practices.  

• Strong expertise in macOS management using Microsoft Intune, including:  

• Configuration profiles  

• Compliance policies  

• Device restrictions  

• FileVault encryption enforcement and key escrow  

• macOS application deployment and packaging (PKG)  

• Strong understanding of Apple ecosystem integration, including ABM and enrollment flows.  

• Ability to design secure endpoint solutions aligned with Zero Trust principles and enterprise security frameworks.  

• Experience designing scalable and resilient endpoint solutions for global environments.  

• Experience with Windows endpoint management (Intune / SCCM), including third-tier troubleshooting, root cause analysis, and complex issue resolution.  

• Familiarity with Linux workstation environments.  

• Experience with automation and scripting (Bash, PowerShell, Python) to improve scalability and operational efficiency.  

• Strong troubleshooting capability at platform and architecture level, not only device level.  

AI & Automation Skills 

• Experience leveraging AI-driven tools and capabilities to improve endpoint management, user experience, and operational efficiency.  

• Familiarity with Microsoft Copilot and AI capabilities within Microsoft 365 / Intune ecosystem.  

• Ability to identify and implement automation opportunities using AI to reduce manual effort in endpoint provisioning, troubleshooting, and remediation.  

• Experience with AI-driven analytics and monitoring tools to proactively detect and resolve endpoint issues (e.g., performance, compliance, user experience).  

• Understanding of how to incorporate AI into service desk and support workflows, including intelligent ticketing, self-service, and knowledge automation.  

• Ability to evaluate and adopt emerging AI technologies relevant to endpoint management and digital workplace. 

Professional Skills 

• Strong architectural mindset, with the ability to translate business requirements into scalable, secure, and supportable solutions.  

• Ability to act as a third-tier escalation point for complex endpoint and platform issues.  

• Experience working with global teams across multiple regions and time zones.  

• Strong ownership with the ability to drive technical decisions, standards, and direction.  

• Strong documentation skills including architecture diagrams, standards, and technical design documents.  

• Excellent communication skills with the ability to collaborate across security, infrastructure, and operations teams. 

What’s in it for you? 

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! 

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: 10645
Reporting into: Team Lead, End Client Architecture
Role Type: Individual Contributor 

The Senior Executive IT Support Specialist (White Glove / VIP Support) is a high-visibility, customer-focused role responsible for delivering exceptional technical support to executive leadership, senior management, and key business stakeholders. Acting as the face of IT across the organization, this role ensures a seamless technology experience, proactive issue resolution, and a high standard of professionalism. The specialist combines deep technical knowledge with outstanding communication skills, representing the IT department with excellence.

Key Responsibilities

VIP & White Glove Support (Primary Responsibility)

• Provide personalized, premium-level support to executives, senior leaders, and VIP users.
• Offer on-site, remote, and direct support during critical meetings, presentations, town halls, and executive sessions.

• Manage and proactively maintain VIP devices: laptops, mobile phones, conferencing equipment, peripherals, and collaboration tools.

• Prioritize urgent VIP incidents and ensure immediate, high-quality resolution.
• Track recurring issues and propose long-term solutions to enhance the VIP technology experience.
• Ensure confidentiality and discretion when handling sensitive data and executive workflows.

Serve as the Face of IT

• Represent the IT Support organization professionally to employees across all levels of the business.
• Build trust through clear communication, ownership, and proactive engagement.
• Participate in cross-department interactions, reinforcing IT’s role as a strategic, service-oriented partner.

• Provide updates, insights, and feedback to IT leadership regarding user sentiment and technology challenges.

• Promote IT initiatives, policies, and best practices in a friendly, approachable manner.
• Drive a culture of service excellence, customer focus, and reliability.

Technical Support & Troubleshooting

• Deliver Tier 2 support for hardware, software, networking, collaboration tools (Teams, Zoom), and

workplace technologies.

• Diagnose complex issues and coordinate with internal IT teams (End-Client Architecture, Security,

Networking, Applications) to ensure timely resolution.

• Perform workstation deployments, upgrades, imaging, and configuration.
• Support meetings, video conferencing rooms, and all AV/VC equipment.
• Maintain accurate documentation in ticketing systems and follow ITIL-aligned processes.

Operational Excellence

• Maintain strong knowledge of company systems, services, and device standards.
• Track and maintain assigned IT assets ensuring proper lifecycle, inventory accuracy, and compliance.
• Follow all IT policies, security standards, and operational procedures.
• Contribute to continuous improvement of support processes and playbooks.
• Provide clear written communication, including follow-ups, user updates, and internal documentation.

Qualifications & Experience

• 6+ years of experience in IT Support / Service Desk / Deskside Support roles in corporate or enterprise environments.

• 3+ years of experience directly supporting executives, board members, and other VIPs.
• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• Strong understanding of networking and network troubleshooting.
• Demonstrated experience supporting executives, management, or VIP users.
• Expertise in Windows, Microsoft 365, Zoom, and iOS platforms.
• Strong knowledge of Windows/Mac OS, Microsoft 365, Teams, mobile OSs, laptops, AV systems, and

enterprise tools.

• Excellent communication, patience, and customer service orientation.
• Ability to work under pressure, manage multiple priorities, and handle sensitive information.
• Professional presence and polished interpersonal skills.

Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, ITIL Foundations, or Microsoft/Apple credentials.
• Experience supporting executive meetings, board sessions, and off-sites.
• Background in ITSM or Agile environments focused on service improvement.

Key Competencies

• High service orientation and empathy.
• Strong sense of ownership and accountability.
• Professional communication (verbal, written, and in-person).
• Technical troubleshooting excellence.
• Discretion and confidentiality.
• Proactive problem solving.
• Ability to calmly handle high-pressure scenarios.

The Global Manager, IT Employee Services leads NiCE’s worldwide employee technology support organization, overseeing the 24/7 Global Service Desk (Tier 1) and three regional Tech Support teams (EMEA/IL, Americas, and APAC) and Mobile Team. This leadership role owns all employee support channels, including chat, portal, onsite, and remote services, while driving exceptional employee experiences and operational excellence. The position is responsible for advancing automation and Ailed support strategies, unifying global processes and tools, and partnering closely with IT, Security, HR, Facilities, and Engineering to deliver a seamless, modern, and scalable support ecosystem.

Impact Areas

Operational Excellence & Proactive Strategy

• Proactive Service Evolution: Transition from reactive troubleshooting to a preventative service model by leveraging deep data analytics and trend forecasting to resolve issues before they impact the business.
• Scalable Global Infrastructure: Architect robust staffing models and readiness plans to ensure seamless, 24/7 global operations across all time zones.
• Strategic Process Ownership: Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) to ensure operational stability and governance.
• Performance Benchmarking: Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement.

Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital experiences for a global workforce.Professional Team Development

• High-Performance Leadership: Lead and mentor a distinguished, professional Global Service Desk (GSD) team, fostering a culture of technical excellence, empathy, and professional growth.
• Executive-Grade Support: Cultivate a team capable of providing white-glove support for executive leadership and key stakeholders, ensuring zero-friction technology experiences.
• Knowledge & Documentation Standards: Maintain a gold-standard repository for ticketing and technical documentation, promoting a culture of collaborative knowledge sharing and rapid onboarding.

Innovation & Digital Transformation

• Next-Gen Automation: Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals to reduce manual overhead.
• Cross-Platform Technical Mastery: Ensure the team delivers elite troubleshooting across a diverse ecosystem of devices (macOS, Windows, Mobile) and enterprise platforms.
• Strategic Stakeholder Alignment: Serve as a confident liaison between IT and business units, translating complex technical data into strategic insights that drive organizational value.
• Crisis & Vendor Management: Expertly manage major incidents and business communications while nurturing strategic vendor partnerships to ensure the highest tier of service delivery.

Requirements

• Bachelor’s degree in information technology or a related field preferred.
• 8–12+ years of experience in IT Support or IT Operations, including 4–6+ years leading global or multi‑site teams.
• Demonstrated ability to leverage operational metrics to drive improvements in the employee technology experience.
• Strong ITSM expertise with a solid technical foundation; familiarity with automation, self-service, and AI driven support models.
• Proven experience implementing AI-driven support models, including virtual agents, predictive issue detection, intelligent routing, and automated remdiation workflows to elevate the employee support experience.
• Demonstrated ability to design and scale automation frameworks within ITSM platforms, reducing manual workload and increasing first contact resolution.
• Exceptional communication, leadership, and stakeholder management skills.

Preferred Qualifications

• Experience managing follow the sun operations and supporting distributed global teams.
• Proven success developing or scaling executive level/VIP support programs.
• Track record of leading continuous improvement initiatives to enhance service quality and operational efficiency.

Senior IT Support Specialist

So, what’s the role all about? 

We're looking for an experienced Senior IT Support Specialist to join our local IT team in Israel, supporting a hybrid Mac and Windows environment and managing regional A/V solutions. You'll work independently within our ticketing system to manage your workflow, while collaborating with global IT teams to maintain high service levels across the organization. This is a hands-on, hybrid role that requires solid technical skills, professional maturity, and a strong service mindset.

How will you make an impact?  

Incident, Problem & Request Management

You'll serve as L2 support for technical issues across a mixed Mac and Windows environment, with occasional L3 involvement in your areas of expertise. This includes independently managing incidents, service requests, and problems in ServiceNow from intake through resolution. You'll perform root cause analysis on recurring and high-impact issues to drive permanent fixes, maintain SLA adherence, and execute Move, Add, Change (MAC) activities such as workstation setup, onboarding/offboarding, desk moves, and hardware refreshes.

A/V & Conferencing Support (Israel Region)

You'll ensure the operational readiness of meeting rooms and collaboration systems across our Israel offices. That means supporting Poly, Cisco, Logitech, and Microsoft Teams Rooms hardware — displays, controllers, switchers, codecs, and networked A/V components. You'll manage high-visibility events including town halls, executive meetings, webinars, and training sessions, and proactively monitor A/V systems to minimize downtime.

Process Improvement & Automation

You'll look for opportunities to streamline IT operations through scripting, automation, and AI-driven tools. We value practical, measurable improvements — things like automated provisioning workflows, self-service solutions, or proactive alerting systems.

Inventory & Asset Management

You'll manage day-to-day IT asset and inventory operations — tracking, receiving, and distributing laptops (Mac and PC), peripherals, A/V equipment, and accessories across the hardware lifecycle.

Have you got what it takes? 

• 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
• 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

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

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:  9804
Reporting into: Team Lead, IT Technical Support
Role Type: IC

#LI-Hybrid