Company Overview

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries. 

Check out our team Life at Nuance!

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Job Summary

Principal Duties and Responsibilities:

• Provide Support to both Nuance's Burlington, MA and US Remote employees in the Northeast region for all IT-related desktop needs.
• Serve as initial responder for Burlington regarding any support needed setting up, overseeing and/or fixing any AV Conferencing and/or Meeting Support issues.
• Assist with Large Meetings and Divisional All Hands setups.
• Support state of the art Customer Experience Center in Burlington Headquarters.
• Resolving IT related problems and escalate to other groups as appropriate.
• Installing, configuring and deploying PCs.
• Investigating, resolving, and closing user reported PC problems and application issues through our ticketing system.
• Maintaining an up-to-date hardware and software inventory.
• Will be assigned special projects to assist on as needed.

Knowledge, SKills, Qualification

Education: College degree preferred, but relevant experience will be strongly considered

Years of Experience: 5+ years experience in IT with qualifications in Remote Support for End Users & Systems (Level-2 support)

Required Experience:

• Proven abilities in PC setup and hardware/software configuration
• Experience with MacOS 10.X, Windows 10
• Experience with O365, Outlook, MS Teams, Zoom, OneDrive
• Knowledge of basic networking (TCP/IP, domains, etc)
• Outlook & VPN client configuration and troubleshooting experience
• General PC trouble shooting and repair knowledge for software and hardware
• Proven communication and customer service skills
• Ability to work well when stressful situations arise - comfortable in a fast paced environment
• Must be a self-starter with exceptional problem-solving skills and the ability to resolve complex problems and implement solutions with little guidance

Desired Experience:

• Understanding of server side troublshooting (AD, Exchange) and escalation
• Visio, MS Project
• Experience with VoIP Phones systems

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.  If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.