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As an IT helpdesk Specialist, you'll join 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.

We are a trusted name in advanced tracking, identification, and security solutions since 1988. We deliver multi-disciplinary solutions that combine hardware, software, communications, and cloud-based platforms in the fields of secure identity, public safety, and smart monitoring.
We are seeking a dedicated and detail-oriented Monitoring Technical Support Specialist ( NOC ) to support our global monitoring operations. In this role, you will be on the front line of system operations, proactively monitoring live dashboards and screen alerts, rapidly responding to system triggers, executing standard operational runbooks, and ensuring maximum uptime and performance across strict SLA timelines.
Key Responsibilities
* Continuously monitor live operational screens, dashboards, and alerting systems to detect IoT device, network, or server anomalies in real time.
* Triage, acknowledge, and take immediate corrective actions on incoming system alerts and automated incident notifications.
* Execute predefined incident response procedures, operational runbooks, and remediation workflows to resolve issues swiftly.
* Document incidents, troubleshooting steps, and operational actions accurately within Jira Service Desk and ticketing systems.
* Monitor production environments to uphold strict SLA response and resolution targets for global clients.
* Respond promptly to customer inquiries and technical issues, ensuring timely resolution.
* Maintain clear, Real-Time incident communication with internal stakeholders and technical account managers. Participate in rotating 24/7 operational shifts, including day, night, weekend, holiday, and on-call coverage.

We are looking for an outstanding Customer Support operation to join our team and be part of an amazing group that takes care of the world largest enterprise customers. We are always there to protect our customers' data in every hardware/software problem they have, and We do that in 24/7 shifts, combining working from home and from our office at Herzliya Pituach. This role is highly operational and always grows in scope and responsibilities. This is a great team to join in and grow from, at a company that has a very well-established product-market fit. We need someone that shares this commitment and mission. If multitasking, outstanding customer support and teamwork are no strangers to you - your place is with us.
Responsibilities:

* Initiate and manage all on-site customer activities - logistically and operationally
* Engage with a variety of teams and interests (Tier-3 Support, Technical Advisers, Global Operations etc.)
* Provide initial assistance to incoming phone calls and email queries related to our product
* Maintain and constantly improve an internal knowledge base and workflows