דרושים » מחשבים ורשתות » Support Engineer / Help desk

We are: The IT Support team ensures the production and development environments are up and running 24/7. We stay busy doing everything from back-office helpdesk to supporting development teams with integrations, debugging, and troubleshooting. You are: As a technical-oriented individual, you are capable of resolving any technical issue with ease. Your exceptional customer service approach and effective communication skills help you to quickly solve problems of all levels of complexity, from the simplest to the most challenging. You are always eager to learn new things and have an innate drive for automation and continuous improvement of IT processes. You have a proven track record of working in a fast-paced environment and possess excellent diagnostic skills. You can quickly implement solutions and share your advanced technical knowledge in a simple and understandable manner. Work from our Jerusalem office 5 days a week. Possibility for 1 remote day a week. You will
* Serve as the first point of contact with employees who need technical assistance via phone, chat, email, or remote access.
* Provide quick resolution and excellent customer service.
* Talk employees through basic problem-solving processes.
* Provide on-site and remote support and maintenance of Cross River’s various technologies. This includes installing, repairing, upgrading, replacing, and maintaining hardware/software and peripheral equipment.
* Provide daily operational support for end-user devices, peripherals, and other related technologies that may be used daily and require hands-on support.
* Support responsibilities include performing PC /laptops (Windows and Mac/OSX) upgrades/replacements, equipment moves, hardware installations, technology configuration & deployment along with providing support for locally installed software solutions.
* Troubleshoot hardware and software issues, responding quickly and efficiently to questions from employees.
* Efficiently respond to and use a ticketing system for support tracking.
* Research and evaluate new products and services that help keep our IT environment current.
* Assist with inventory and supply management.
* Assist with updating FAQ and common troubleshooting (knowledge base).
* Solving day-to-day issues and understanding why they occur and how to prevent them from reoccurring.
* Suggest recommendations based on requests from various teams, run the required research, and test various potential solutions on a global scale.
* Provide the IT aspect of onboarding new hires, from delivering the equipment to system technical onboarding.
You have: Proficient in Hebrew and English both written and verbal, sufficient for achieving consensus and success in a remote and largely asynchronous work environment - Required 3+ years of experience working as a #help_desk / experience in a support role in a mid-large high-tech organization (military experience accepted) - Required
* Troubleshooting a range of desktop/laptop computers, knowledge of Mac OS, Windows and Linux Required
* Proven experience supporting Apple Mac hardware and OSX operating systems – Required
* Excellent Customer Service skills via phone, email, and in-person – Required
* Experience working with collaboration tools, conferencing systems, remote IT tools, and ticketing systems - Required
* Experience with MDM solutions such as In-Tune or Jamf
* Possess a "no task too small" attitude. You must be willing to work off-hours from time to time
* Strong Technical and Organization Skills
* Troubleshooting Skills & Analytical Skills (networks, switches, routers, access points, printers, and other devices)
* Ability to manage your daily functions while assisting on projects and handling recurring tasks independently, empathize with the end user, and craft solutions to help them swiftly while under stress
* A thorough understandin

We are looking for a talented Technical Support Specialist to join our support team. We provide innovative compliance software for leading companies in the UK and around the world. The company was established in 2004 and is a profitable, fast growing company, soon to be owned by private equity investor Inflexion.
The Technical Support Specialist will work with our latest software technology, Omnitrack. You will support our Team Lead through the pre-sales process and then work directly with our clients, guiding them through the technical aspects of the onboarding and implementation process. You will then continue with the customer through their journey, working to solve their technical problems.
Clear communication, empathy, tenacity, and technical smarts are keys to success. You should be able to explain technical ideas in simple terms, dig deep into the software where needed and translate the customer experience into feedback and product specifications.
This is an excellent opportunity for a person who is motivated by solving real problems for real people, learning new technologies along the way. Since this role is multidisciplinary and collaborative by nature, it is also a great stepping stone as a path to other roles in the team. You will be consistently engaged by diverse and interesting challenges. High literacy in SQL, Excel, REST APIs , and knowledge in JavaScript, HTML, CSS will aid in the day to day execution of this position. A familiarity with a UI framework (Vue, React, or Angular), experience in microservices and reactive programming, and a strong eye for design and UX principles are a plus, but you can succeed in the role without formal training in these areas.
Roles and responsibilities
As part of your role, you will:
Support the pre-sales process by understanding how the client plans to utilise Omnitrack through system integrations and configuration
Guide the technical aspects of the clients implementation process
Address and solve identified client-technical issues directly.
Use creativity to temporarily alleviate the impact of technical issues if a solution is not immediately possible
Learn how to investigate product bugs and understand Omnitracks databases (JSON/SQL) to find underlying root causes
Describe the results of your investigations in a ticket for the Development Team
Work collaboratively with other members of the Support Team to manage open client tickets effectively
Write creative SQL queries and solutions to safely perform bulk implementation tasks through the database, saving the support team time
Manage client expectations and provide an estimated timeline to technical resolution
Facilitate inter-department work and communication on more complex Omnitrack projects
Location and hours:
This is an office-based or hybrid role working from our Jerusalem office. The working week for this position is Monday to Friday.
Salary range:
The salary range for this position is 16,000 20,000 NIS per month, depending on skills and experience.

As a Tier 3 Support Engineer, you will be responsible for managing global customer technical issues, overseeing internal escalations, maintaining the knowledge base, providing product feedback, and leading support-related projects.

Responsibilities:

Monitor the operational performance of financial systems.
Take ownership of technical issues and provide tier 2/3 support for major financial clients.
Handle complex investigations and debugging, particularly in Fluent code for FIXation issues.
Implement configuration modifications and thoroughly document troubleshooting and resolution steps.

We are looking for a talented Support and Implementation Specialist to join our support team. We provide innovative compliance software for leading companies in the UK and around the world. The company was established in 2004 and is a profitable, fast growing company, soon to be owned by private equity investor Inflexion.
The Support and Implementation Specialist will work with our latest software technology, Omnitrack. You will support our Team Lead, guiding clients through their onboarding and implementation process. You will then continue with the customer through their journey, working to solve their problems.
Clear communication, empathy, tenacity, and technical smarts are keys to success. You should be able to explain complex and sometimes technical ideas in simple terms and translate the customer experience into feedback and product specifications.
This is an excellent opportunity for a person who is motivated by solving real problems for real people. Since this role is multidisciplinary and collaborative by nature, it is also a great stepping stone as a path to other roles in the team. You will be consistently engaged by diverse and interesting challenges. A familiarity with project management, Excel, or SQL is a plus, but you can succeed in the role without formal training in these areas.
Roles and responsibilities
As part of your role, you will:
Understand how the client will utilise Omnitrack and create a working Omnitrack solution
Regularly communicate with clients (online meetings and emails) to gain a deep understanding of how they use Omnitrack and use that understanding to improve the product
Understand and analyse requests and issues to ensure that we are addressing them accurately and comprehensively
Address and solve identified client issues directly
Use creativity to temporarily alleviate the impact of issues if a solution is not immediately possible
Be interested in learning how to investigate product bugs and understand databases (JSON/SQL) to find underlying root causes
Describe the results of your investigations in a ticket for the Development Team
Work collaboratively with other members of the Support Team to manage open client tickets effectively
Manage client expectations and provide an estimated timeline to resolution
Facilitate inter-department work and communication on more complex Omnitrack projects
Location and hours:
This is an office-based or hybrid role working from our Jerusalem office. The working week for this position is Monday to Friday. (UK or Israel)
Salary range:
The salary range for this position is 10,000 16,000 NIS per month (Israel) or 30,000 40,000 GBP per year (UK), depending on skills and experience.

We are looking for a talented, experienced Technical Support Manager to lead our Tech support team.

As Technical Support Manager, you will be responsible for leading Customer Support T1 and T2 application support teams that focus on maintaining a high level of customer satisfaction for international customers, while collaborating effectively with internal cross-functional teams.

Responsibilities
The Technical Support Manager is a frontline management role with two primary responsibilities:

Services and solution delivery

Manage a team of technical support representatives and supervisors, including hiring, training, evaluating performance, leading processes and technical leadership
Set goals, objectives, and metrics for the support team to ensure high quality customer service, first call resolution, and response times meet service level agreements (SLAs) both internal and external
Lead root cause analysis efforts on major system failures or persistent technical issues and coordinate solutions with relevant teams
Work cross-functionally with IT, software development, training, and other groups to implement strategies to proactively prevent recurring technical issues
Develop and maintain technical supports annual budget, including expenditures for staffing, training, licensing, and tooling
Be the focal point of deep technical tickets.
Personnel management

Direct manager of Tier 1&2 support teams.
Decision taking.
Progress review
Career development

We are looking for an Associate Technology Operations Analyst (Open) to join our 24/7 Cloud services team, The 24/7 team monitors and oversees the entire cloud and is meant to provide fast resolution to critical rising issues. The team consists of 10 people and reports to the Technology operation manager.
What will you be doing in this role?
24/7 monitoring
Cross-platform support and maintenance
Automations
Support internal and external customers and processes.
Hands-on Soc and Noc activity and monitoring
Working with networking and server management tools
Working with a supportive and adaptive team
Hours of Work / More important information for you:
Our base is in the Jerusalem, Israel office 24/7 shifts (from the office)
This is a full-time position.