NICE Senior Technical Support 

Philippines, Manila 

186592903

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

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.

Individual Contributor