IT Technical Support

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. 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     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.