NiCE · 3 weeks ago
Senior IT Technical Support
USA - Hoboken, NJ
Full-time
Onsite
Senior Level
6+ years expNiCE Ltd. is a leading software company that provides innovative solutions to over 25,000 global businesses. The Executive IT Support Specialist role focuses on delivering exceptional technical support to executive leadership and key stakeholders, ensuring a seamless technology experience and proactive issue resolution.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
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
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
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
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
Qualification
Required
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
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
Company
NiCE
NiCE is transforming the world with AI that puts people first.
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
Crunchbase News
2025-10-08
2025-09-16
2025-09-12
Company data provided by crunchbase