לוח משרות דרושים Help Desk - מחשבים ורשתות

We are looking for a Help Desk Team Leader to join and lead our fast-growing regional IT Services team.
Reporting to our IT Services Manager. you will be responsible for overseeing and optimizing the performance of our IT team within the region. This role requires a proactive approach to managing team workflows, resolving critical issues, and ensuring a high level of service delivery.
Responsibilities:
Coordinating daily ticket assignments and task delegation among team members, considering urgency, complexity, and skill levels for optimal resolution
Conducting regular management routines, including updates, training, and performance evaluations to align the team with workflows and procedures
Managing the creation and validation of the knowledge base, local procedures, and workflows specific to the region, ensuring accurate documentation and adherence to guidelines
Streamlining the onboarding and termination processes, overseeing equipment inventory and procurement, and maintaining updated information across regional sites
Acting as the primary point of contact and escalation for business-related issues, ensuring swift resolutions and providing constant feedback on progress.

Were looking for an IT Technician to join our team, learn new things, take ownership of existing systems, and provide service to our employees.


What youll do:



* Provide best-in-class IT support to our employees in HQ Tel Aviv Office.

* Ongoing maintenance, troubleshooting, and response to relevant technical issues in company facilities.

* Immediate support employees from home through remote takeover and training.

* Configure and maintain all technical equipment, including computers, printers, switches, phones, conference rooms, TVs, and back-office systems.

* Assistance in inventory planning, purchasing, managing, monitoring and execution.

As Tier 1 support agent, you will serve as the front line to our valued customers. Youll receive, analyze, and resolve customer requests via our live chat and ticketing system. You will communicate with customers, to help them create websites using Elementor by asking technical and professional questions.

Our work environment is agile, as products and apps are continuously being developed and require ongoing support. Youll learn about our technology and collaborate with support professionals from around the world to improve the creative process that defines tomorrows web.

FireArc owns, develops, and continually optimizes an intricate system of digital assets, contents, and infrastructures, all contributing to our digital advertising ecosystems. Our products and digital content range from utility applications, habit-tracking mobile apps, and gaming apps, to native advertising ad tech. All our products and content coordinate to create unique monetization solutions and advanced revenue streams for digital properties. Your Impact & Responsibilities: 60% position
* Setup and configuration of IT equipment, software systems, networks, printers for new and existing employees
* Monitor and maintain network infrastructure, including routers, switches, and firewalls
* Responding on time to service issues and requests
* Providing Technical Support across the company (this may be in person, over the phone, and through messages)
* Manage user accounts and permissions across various platforms
* Managing, maintaining, granting, and updating of users, privileges, and access rights to systems
* Repairing and replacing equipment as necessary
* Purchasing and Maintaining technical office inventory (computers, screens etc.)
* Maintaining office firewalls and physical on-premises security measures
* Availability for urgent issues outside of working hours
* Document IT procedures and maintain accurate records of hardware and software inventory

we are seeking a full time IT On site support Team leader for ISR and EMEA regions.

As an IT On site support Team leader, you will be responsible for the On site support technicians in Israel and EMEA, the team maintain and provide hardware support of computer systems and networks for the companys employees, solving technical IT and applications problems which required hands on field either over the phone or in person.

You and your team will be responsible for workstations equipment and conference rooms under your branches responsibility, storage, installations, shipping and maintenance.

The successful candidate will have to demonstrate on top of a high professional level; a strong communication and customer service skills, excellent organizational skills, ability to work on multiple tasks at the same time.



Manage the On site support team in ISR and EMEA and evaluate their performance including training and support the team
Manage the team support processes and tasks to meet the required SLA (Service Level Agreements) to improve service KPIs
Review and analyze daily, weekly, and monthly reports, insights and KPIs for the service continuous improvement and productivity
Manage the team members personal queues, case backlog and ensure customer service is timely and accurate daily
Establishing and maintaining strong relationships across the IT teams and with employees Manage critical escalations and situations within the team**
Improvement and productivity and establish best practice through the entire technical support process
Supporting the roll-out of new hardware and applications
Hands on in handling the on going tickets if required
Maintain all VC rooms and make sure all the equipment is up to date