Senior Technical Support Technician

<div class="content-intro"><p>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.</p></div><p><strong>So, what's the role all about?</strong></p> <p>We are looking for an experienced Technical Support Technician to serve as the primary IT owner for our Dusseldorf office.</p> <p>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.</p> <p>Works within global IT standards and escalates deviations, while owning local execution and vendor coordination.</p> <p><strong>How You Will Make an Impact?</strong></p> <p><strong>Site Ownership & Independent Suppor</strong>t</p> <ul> <li>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.</li> <li>Remote Collaboration: Work seamlessly with the broader EMEA and global IT teams, escalating complex issues when necessary while handling local, hands-on resolutions independently.</li> <li>Independent Ticket Management: Independently manage and resolve incidents, service requests, and problems logged via ServiceNow (SNOW) or other ITSM tools.</li> <li>L2/L3 Support: Act as the primary escalation point for complex technical issues in a mixed Mac and Windows environment.</li> </ul> <p><strong>Inventory & Asset Management (ITAM)</strong></p> <ul> <li>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.</li> <li>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).</li> <li>MAC Activities: Manage and execute Move, Add, Change (MAC) activities, including workstation setup, user onboarding/offboarding, desk moves, and hardware refreshes.</li> </ul> <p><strong>A/V & Conferencing Support</strong></p> <ul> <li>Meeting Room Ownership: Provide expert-level support for enterprise A/V and collaboration systems,