we are looking for a IT Helpdesk Specialist.
As an IT Helpdesk Specialist, you'll join Earnix's global IT team providing first-line technical support to our EMEA (London, Paris) and US (Boston) offices, as part of our follow-the-sun (166) coverage model, working in rotation alongside our IT Manager and system administrators. This role's shifts fall in the afternoon/evening (Israel time) to align with our US and European business hours, and it is a primary point of contact for non-Israel-based employees - strong professional English is essential.
Weekly schedule (Israel time):
Monday: 15:00-23:00
Wednesday: 15:00-23:00
Friday: 10:00-15:00
What you'll do:
Provide Helpdesk support for our EMEA and US offices as part of the follow-the-sun rotation.
Support and troubleshoot hardware and software issues (Windows and Mac).
Install and configure hardware, software, and networks.
Execute onboarding/offboarding processes for employees per established procedures.
Manage and maintain IT inventory.
Monitor on-premises systems and troubleshoot issues.
Maintain and support A/V conference systems (Zoom, Teams) for company meetings across time zones.
Perform first-line administration of Entra ID, Intune/Kandji MDM, and our corporate Azure/O365 environment via scoped helpdesk-tier roles, with time-boxed, approval-gated elevation for anything beyond that scope, per team runbook. No standing privileged admin access.
Requirements: Fluent/near-native professional English (written and verbal) - you'll be the primary contact for EMEA and US employees, including senior stakeholders, often without a shared first language to fall back on.
Hands-on Helpdesk experience in a domain environment.
Experience in troubleshooting Windows and Mac technical issues.
Good troubleshooting skills.
Comfort working independently during evening/off-hours shifts with limited on-site backup.
MCSA/CCNA certification - optional.
You'll excel by:
Strong customer service focus, with effective problem-solving and communication across cultures and time zones.
Ability to work under pressure, prioritize tasks, and meet deadlines.
Being a team player, comfortable working independently in a fast-paced global environment.
Strong attention to detail and accuracy in documenting support interactions.
Operating comfortably within a defined access-control framework (least-privilege roles, logged/time-boxed elevation) rather than needing broad standing access.
Reliable availability for the fixed weekly shift pattern above.
This position is open to all candidates.