Technical Customer Support Engineer

22/07/2025

Technical Customer Support Engineer

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

About PayEm PayEm is revolutionizing spend management with an all-in-one platform that empowers finance teams and employees alike. Our intuitive solution includes corporate cards, custom approval workflows, automated invoicing, ERP -integrated budgets, and more all designed to reduce manual work while maintaining transparency and control. Were a fast-growing startup with a global presence, hundreds of customers, and a mission to reshape the future of finance operations. Join our customer-obsessed team and be part of something big.

Advantages:
Bonus Points For:
* Familiarity with key FinTech concepts like payment rails (ACH, SEPA, SWIFT), Reconciliation, KYC and currency/fee management.
* Experience in ERP integrations, or accounting platforms.
* Interest in growing into Tier 3 technical roles or Customer Success.
Why Join Us?
* Be part of a high-impact team supporting world-class customers
* Join a rapidly growing startup in the heart of the FinTech revolution.
* Gain exposure to cutting-edge technology, industry best practices, and top-notch mentors.
* Enjoy a culture of autonomy, curiosity, and innovation we care about your growth as much as you do. If youre passionate about helping customers succeed, eager to solve technical challenges, and excited about joining a collaborative, dynamic environment we want to hear from you.
About The Role:
About the Role Were looking for a Technical Customer Support Engineer whos eager to learn, grow, and support our customers on their journey with PayEm. This is a key role in ensuring technical issues are addressed efficiently and effectively, enabling our customers to succeed while learning the ins and outs of a world-class fintech platform. Youll be the first line of Technical Support, helping troubleshoot product issues, answering customer inquiries, and working closely with Tier 3 support, Engineering, and Product teams to ensure satisfaction and resolution. What Youll Do Be the first responder to technical inquiries via email and ticketing systems, ensuring timely and clear communication. Investigate product issues using available tools (logs, dashboards, backend tools); escalate when necessary. Triage and document reported issues to assess severity and resolution paths. Proactively follow up with customers to ensure resolution and satisfaction. Collaborate with Tier 3 Support, Product, and Engineering teams to close the loop on customer-impacting bugs. Contribute to internal and external knowledge resources (FAQs, troubleshooting guides, documentation). Gain deep familiarity with the PayEm platform through hands-on support and training.

Requirements:
What You Bring
* 13 years of experience in technical customer support or a SaaS support environment
* Familiarity with ticketing systems (e.g., Zendesk, salesforce), and debugging tools.
* Excellent written and verbal communication skills in English.
* A curious, growth-oriented mindset willing to dive deep and ask the right questions.
* A customer-first approach with strong empathy and a problem-solving attitude.
* Experience with log analysis and troubleshooting tools.
* A team player who thrives in a fast-paced, cross-functional environment.
* Hands-on experience with tools like Redash DataDog Retool - a plus.

This position is open to all candidates.

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06/07/2025

Technical Support Engineer

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

Were looking for a highly motivated Technical Support Engineer to join our team and help us shape the future of internal developer portals, while helping our users get the most out of us - troubleshooting issues, advising on best practices, and directly influencing how we improve the product

Acting as a key link between our users and our engineering team, you'll help shape both customer experience and product direction through problem solving and collaboration. If youre passionate about solving complex technical problems, thrive on collaboration, and want to contribute to the future of platform engineering, we want to hear from you.

What youll do:
Act as a trusted advisor: Support our users as they integrate with technologies like Kubernetes, Terraform, and Cloud Platforms (AWS, GCP, Azure).
Resolve issues end-to-end: Triage, investigate, and resolve technical support tickets. Escalate when necessary while owning follow-through.
Collaborate cross-functionally: Work closely with R&D, Product, Sales Engineering, and Customer Success to deliver a seamless support experience.
Be the voice of the customer: Surface trends, bugs, and usability pain points to Engineering and Product teams.
Contribute to knowledge: Build and improve internal and external documentation, tutorials, and troubleshooting guides.
Continuous Learning: Stay up to date with the evolving DevOps ecosystem and continually deepen your knowledge of integrated tools and services.

Requirements:
Requirements:
5+ years in a Tier 3 technical support role, ideally in a SaaS or infrastructure-focused environment.
Cloud Platforms: Familiarity with AWS, GCP, or Azure, including foundational services like EC2, IAM, and networking.
Kubernetes: Solid understanding of container orchestration concepts and Kubernetes basics (pods, deployments, Helm charts, services, logs, troubleshooting).
Scripting and Configuration: Ability to read and understand code written in languages such as Bash, Java, or Python, and interpret structured formats like JSON and YAML.
Infrastructure as Code (IaC): Working knowledge of Terraform - understanding how infrastructure is defined, deployed, and managed.
API Familiarity: Comfortable using REST APIs via tools like Postman or curl for basic testing and debugging.
Monitoring & Logging: Exposure to observability tools such as Datadog, Dynatrace, New Relic, or similar (e.g., viewing logs, identifying performance issues).
Ticketing Systems: Hands-on experience with platforms like Zendesk, Freshdesk, or Jira Service Management.
Excellent communication skills in English, both written and verbal.

Advantages:
Experience supporting or working closely with DevOps or Platform Engineering teams.
Familiarity with GitOps practices and CI/CD workflows (e.g., GitHub Actions, ArgoCD, or Flux).

This position is open to all candidates.

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4 ימים

Support Engineer - Tier 1

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

Were looking for a visionary Support Engineer Tier 1 to join the our company team. In this critical role, you will be monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. You will work closely with teams from our business areas, network engineering, and management as a team representative on major incident bridges
Responsibilities:
Provide technical support for our company customers around the world.
Own and manage customer issues and see problems throughout resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and can-do attitude.
Be a focal point for the customers needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
Track and monitor customer status and identify both areas of concern and growth opportunities.
Be a part of building and expanding the companys Global Support Services.

Requirements:
Strong will and aspiration in making the first step in the Networking and Information Systems Security industry.
Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers.
CCNA Certification or equivalent knowledge level.
Familiarity with VPNs, IPSEC, security protocols, and standards.
Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments.
Excellent oral and written communication skills with a passion for working with customers.
Fluent English, both written and spoken - a must
Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks.
Ability to work effectively and thrive in a fast-paced environment.
Ability to work with a globally dispersed, cross-cultural team
Team player
Commitment is required for a minimum of 5 shifts a week as well during weekends and public holidays.
Experience working with Cloud, SaaS technology provider- Advantage.
Previous experience as a Support Engineer (Tier 1 security companies) - Advantage.

This position is open to all candidates.

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8276870

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17/07/2025

Global Support Manager

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.
You will be part of:

Strategic Leadership

Refine and implement a comprehensive customer support strategy aligned with company goals and customer needs.
Refine and report on key performance indicators (KPIs) and service level agreements (SLAs) for the support organization.
Analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities for proactive support.
Collaborate with Customer Success, Product, Engineering, and Sales teams to ensure seamless customer journeys and effective issue resolution.
Stay abreast of industry best practices in customer support and application security trends.
Team Management & Development

Recruit, train, and mentor a team of highly skilled and customer-focused support professionals.
Foster a culture of continuous learning, professional development, and customer advocacy within the support team.
Conduct regular performance reviews and provide constructive feedback to team members.
Ensure adequate staffing levels and efficient resource allocation to meet customer demand.
Operational Excellence

Optimize support processes, workflows, and tools to improve efficiency, effectiveness, and customer satisfaction.
Oversee the management of our knowledge base, FAQs, and self-service resources to empower customers.
Implement and manage support technologies (e.g., ticketing systems, remote support tools).
Handle escalated customer issues and ensure timely and satisfactory resolution.
Develop and maintain documentation for support procedures and policies.
Customer Experience

Champion a customer-centric approach throughout the organization.
Act as a voice of the customer within the company, advocating for product improvements and enhancements based on support insights.
Proactively identify opportunities to enhance the customer experience and build strong customer relationships.

Requirements:
10+ years of experience in customer support or technical support roles in a B2B SaaS environment
3-5 years in a management position of a global team.
Strong understanding of application security and/or DevOps concepts, technologies, and products.
Deep understanding of containers
Experience with support technologies and CRM systems, including Zendesk, Jira, and Planhat.
Proven ability to build, manage, and scale high-performing global support teams.
Excellent leadership, communication, and interpersonal skills.
Demonstrated ability to develop and execute strategic initiatives.
Strong analytical and problem-solving skills.
High level of English

This position is open to all candidates.

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25/06/2025

Technical Support Specialist

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

As a Technical Support Specialist, you will be responsible for the analysis, processing, technical recommendation and resolution of technical inquiries, cases and requests from all customer segments.
The role is customer-facing support role and will require interactions via our self-service portal, emails, chats, and a few inbound calls. Collaboration with customers to deliver superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
The ideal candidate should be flexible, detail-oriented, have a strong support background and highly skilled at working with customers directly. The position requires willingness to be trained in one of our Continuous Testing Platform which include but is not limited to the following: Tosca, qTest, NeoLoad, LiveCompare, Vera, Test Automation, Testim and Data Integrity.
The position requires the candidate to be detail oriented, work with minimal supervision, good research skills and above-average problem solving skills to handle simple to more complex customer cases. In addition, a good background in system analysis, design and functional support is needed to determine potential software bugs.
The position will also require the candidate to work closely with our R&D team and with Customer Success on customer-related issues and tasks to ensure our customers receive a product-tailored appropriate solutions.
The position will also give the candidate the the opportunity to troubleshoot and support various software configurations and run appropriate testing & diagnostics, providing our customers with professional technical support. Youll collaborate with the R&D and product teams, and learn about software engineering processes.

Requirements:
To be successful in the position you will possess the following skills and experience: Must have:
Bachelors degree in Computer Science, Information Technology or Computer Engineering.
Minimum of 3+ years of relevant experience in either technical, application or product support in a customer facing role.
Experience working with JavaScript/Node.js and knowledge of web and mobile technologies (experience in Selenium & Appium preferred).
Nice to have: experience with test automation, QA, and CI/CD pipeline.
Basic understanding of software development and testing concepts.
Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge.
Have a broad spectrum of basic technical knowledge in the areas of databases, programming, and network technology.
Must be willing to work in a shifting schedule and a hybrid working environment.
Above average customer interaction and communication skills, both verbal and written. Must utilize these skills when dealing with customers and business partners.
Strong familiarity and experience of ITIL best practices in a Support Desk/Service Desk operations.
Highly Desirable:
Candidates who have taken an academy course related to any of the products listed above from the Tricentis academy.
Candidates coming from a software QA background who are willing to do a support role and have an in-depth training/experience from the market leader in model-based testing
Candidate coming from a technical support background who wants to shift to a software QA role.

This position is open to all candidates.

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8229996

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22/06/2025

IT Support Engineer (Israel-based | APAC Time-Zone)

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

As part of our rapid growth, we are looking for an IT Support Engineer to join our team in Tel Aviv.
The IT Support team is the backbone, ensuring our employees have the tools and support they need to be successful. We are dedicated to providing exceptional technical assistance, resolving complex issues, and empowering our team to focus on their core responsibilities.
As a Support Engineer Level II, you will contribute to our IT support team, providing advanced technical support and acting as an escalation point for complex issues. Your ability to analyze and resolve technical problems effectively will be essential to maintaining high levels of employee satisfaction.
We are seeking a technically proficient and customer-oriented individual to join our IT support team. The ideal candidate possesses a strong technical foundation and has a proven ability to resolve complex issues.
This role requires 3-4 days per week, starting with a 5am shift and working the remaining days from the Tel Aviv office on a 9 am to 6 pm shift.
What You'll Do-
Provide expert-level support for endpoint devices (Mac & Windows), applications, and advanced technologies.
Troubleshoot complex IT incidents and ensure timely resolution, independently and in collaboration with IT Engineering.
Serve as the escalation point for IT support issues across the company.
Manage employee onboarding and offboarding, including hardware provisioning and access setup.
Administer and support core IT systems (Okta, Google Workspace, Zoom, Slack, Zendesk).
Oversee office IT infrastructure (AV, desk setups, networking) at our locations.
Maintain and update our internal knowledge base and troubleshooting documentation.
Identify opportunities to improve internal processes and drive operational efficiency.
Ensure compliance with IT security policies and procedures.
Take part in an on-call rotation to handle urgent issues 24/7.
Track tasks and tickets via Jira/Zendesk, reporting regularly to IT leadership.
Assist with hardware lifecycle management, including device imaging, deployment, and decommissioning.

Requirements:
3+ years of experience in corporate IT support.
Deep knowledge of Mac and Windows OS, device management via Intune and JAMF.
Strong troubleshooting skills across hardware, software, and network environments.
Hands-on experience with Google Workspace and Okta administration.
Familiarity with AV and video conferencing tools, especially Zoom (users + rooms).
Experience with SaaS tools and provisioning workflows.
Ability to document solutions clearly and contribute to scalable support practices.
Strong communication skills and a service-first mindset.
Experience with ticketing systems (Zendesk, Jira) and working within defined SLAs.
Familiarity with ITIL or similar IT service management frameworks a plus.

This position is open to all candidates.

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23/07/2025

Technical Support Specialist

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time and English Speakers

We are looking for a talented Technical Support Specialist. The Technical Support specialist is expected to be an expert of all our supported products, understand them in-depth and take ownership of issues raised by customers, as well as by internal teams. You will need to understand our integration and detect customer issues. You will research, resolve and provide technical solutions, and work closely with the R&D. You will solve product gaps through new integrations to increase usage and satisfaction, while improving products through integrated solutions and ease of onboarding. You must be a curious, diligent, innovative, problem solver. A team player with a strong motivation to succeed.
What youll be doing:
Act as the technical expert to help our clients achieve their goals and leverage their existing partnerships collaborating with us.
Collaborate with product managers on building the business case and impact product roadmap for new integrations.
Work in conjunction with Customer Success and Partner Marketing to ensure client facing teams are best equipped to leverage new integrations.
Analyze clients requirements from technical and functional perspectives and fit solutions by having a deep understanding of our system and products capabilities.
Build, monitor, and execute joint integration project plans with clients.
Work closely with enterprise clients and provide end-to-end support during their onboarding process.
Support Sales and Account Management efforts (presales and post-sales) for our highly strategic merchants as a technical subject matter expert.
Own public-facing SDKs, APIs, integration guides, and support documents.
Initiate and take part in designing and improving processes, tools, features, and products.

Requirements:
BSc in computer science/engineering (or equivalent) A Big Plus!
2+ years of hands-on experience in one of the following positions: SW engineer, field engineering, integrations engineer, technical account manager, solution architect/ systems analyst.
Experience in leading on-site customer facing global integration projects (involving Client-Server, Server-Server integrations) including internal and external stakeholders from R&D and Product Management teams.
Proven technical experience with capability to read and understand code (Java/HTML/JS/etc.).
Experience with large-scale production services and databases SQL, NoSQL, KQL.
Excellent written and verbal communication and presentation skills including demonstrated experience communicating technical information.
Ability to manage A to Z the entire integration process, from initial identification of value, integration development, release and go to market.
An independent, self-starter, with a can-do approach.
Familiarity with the Shopify, BigCommerce, Magento and Salesforce ecosystems advantage
Experience in Payments Ecommerce or SAAS company, within a customer or partner facing role advantage.
Superb English writing and communication skills
Prior B2B SaaS experience advantage

This position is open to all candidates.

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8272062

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15/07/2025

Tier-3 Support Engineer 21873

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time and Hybrid work

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at our company.
If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.
Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.

Requirements:
5+ years of experience in B2B SaaS technical support at a Tier 3 level (or a similar role) for international customers must
Strong expertise in network protocols, VPNs, and troubleshooting must
Experience with software debugging, log analysis, and scripting (Python/Bash) must
Excellent communication skills and ability to work in a fast-paced, team-oriented environment must
Experience with Linux, SaaS environments, cloud environments, and networking technologies strong advantage
Familiarity with IPsec protocols, VPN tunnels, Wireshark, and BGP advantage
Highly customer-oriented, with a focus on customer satisfaction beyond just technical resolution
Self-motivated and capable of quickly learning new technologies
Ability to multi-task and work independently under pressure
Join us and be part of a dynamic team driving innovation in secure access solutions!

This position is open to all candidates.

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8259907

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16/07/2025

Technical Support Engineer 23312

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

We are looking for a Technical Support Engineer to join our support teamsomeone who is passionate about networking and cybersecurity.
The ideal candidate is customer-focused and proactive, with a strong desire to help customers and partners resolve complex technical issues. In this role, you will apply your expertise in network and security troubleshooting to deliver high-quality technical support through chat, phone, and email.
Key Responsibilities
Provide Technical Support via chat, phone and email to customers and partners
Provide assistance with configuration, troubleshooting and best practices to customers and partners
Managing support service requests to ensure issues are recorded, tracked, resolved, and follow up are done in a timely manner.
Provide fault isolation and root cause analysis for technical issues.

Requirements:
24 years of professional experience in a relevant networking or security support role
Excellent written and verbal communication skills in English
Practical experience with TCP/IP networking protocols
Hands-on experience with Routing & Switching technologies (e.g., OSPF, BGP, VLAN)
Experience working with security technologies such as IPSec, SSL-VPN, NAT
Strong troubleshooting skills with the ability to independently debug complex network environments involving diverse media and protocols
Preferred Qualifications:
Experience with Cisco and Fortinet products
Familiarity with authentication protocols such as RADIUS and TACACS
Previous experience in a support role at an IT or cybersecurity company.

This position is open to all candidates.

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01/07/2025

Technical Support Engineer

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

Our global operations continue to expand, and were looking to grow our support team with hard-working, tech-savvy support agents to be part of this journey.
As a key player in the fleet mobility industry, we need service-oriented, self-motivated individuals with excellent organizational skills and a willingness to learn new technologies.
This is a fast-paced role where providing top-tier technical support is essential. You'll also play a key role in sharing product feedback based on client pain points and contributing to various initiatives that drive our growth.
The position is shift-based and requires work during weekends.
What You'll Do
Serve as the frontline technical problem-solver for high-value enterprise customers, diagnosing and resolving complex product issues under pressure
Apply advanced troubleshooting techniques to tackle challenging technical problems when standard solutions fail
Master our company's entire product ecosystem and continuously expand your technical knowledge to stay ahead of evolving features
Collaborate directly with Product and R&D teams to investigate critical bugs, escalate urgent customer pain points, and influence product development
Take part in customer meetings, help with integrations, and dive deep into real-world use cases to understand exactly how our solutions are being implemented with our products.
Provide expert guidance on product configuration to optimize performance for each customer's unique environment.

Requirements:
1+ year in technical support engineer, customer-facing role or similar
Solid technical aptitude and a passion for learning new technologies, products, and methodologies
Strong critical thinking and attention to detail
Flexibility and availability to embrace change
Experience working with SQL and APIs - an advantage
Familiar with GCP, Jira, Intercom and Notion- an advantage
Experience with web technologies and scripting languages - nice to have
Fantastic spoken and written English.

This position is open to all candidates.

עדכון קורות החיים לפני שליחה

8238922

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המשרה נמחקה

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המשרה הוחזרה לרשימת תוצאות החיפוש

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המשרות השמורות שלך?

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אירעה שגיאה בשליחת פרטיך למשרה

13/07/2025

IT Support Engineer

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

We are looking for a IT Support Engineer.
As our new IT Support Engineer , you will be a central member of the Operations team. This role will own and manage IT infrastructure and employee technology experience globally, with a primary focus on hands-on support, systems management, vendor oversight, security, and compliance. Youll play a mission-critical role in scaling our systems, tools, and processes to support a growing hybrid company across Israel and the U.S.
The IT Specialist will be a hands-on technical POC for our global IT needs, reporting to the DevOps Team Leader.
How will you contribute?
Own the full IT lifecycle: Oversee onboarding/offboarding, manage system access, hardware allocation, and perform regular access and security audits.
Support day-to-day operations: Provide technical support across Israel and the U.S., troubleshoot issues, and maintain reliable hardware, software, and network performance.
Manage IT assets and vendors: Handle procurement, inventory, budgeting, and alignment of equipment with department needs; serve as the point of contact for IT vendors and service providers.
Ensure security and compliance: Implement IT security protocols, lead phishing prevention and staff training, manage access controls, and oversee password compliance.
Optimize systems and tools: Evaluate and approve software purchases, ensure alignment with standards, manage company-wide systems, maintain mailing lists, and drive improvements.
Lead projects: Deliver IT initiatives (like upgrades and integrations), run training sessions, track performance, and support team growth.

Requirements:
Minimum 3+ years of hands-on experience in IT support/Help Desk/Tier 2+ roles.
Knowledge and practical experience with Mobile Device Management (MDM) Must
Experience with Macs Must
Experience in troubleshooting hardware, software, multimedia, and video conference equipment
Experience with Single Sign-On (SSO) and Virtual Private Network (VPN) solutions Advantage
Familiarity with various operating systems (Windows, macOS, Linux).
Familiarity with G Suite, Active Directory, and IT backend environments.
Excellent communication skills and the ability to effectively interact with individuals at all levels
Proven ability to prioritize tasks in a fast-paced environment and work independently or within a team.
Managing our IT outsource company: prioritizing, assigning tickets, and daily communication.
Provide support for product-related issues, being the IT face for troubleshooting and analyzing issues with customers.
Ongoing configuration of zero-touch enrollment, primarily for Macs.

This position is open to all candidates.

עדכון קורות החיים לפני שליחה

8256063

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