As a technical-oriented individual and a experienced manager, 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 at all levels of complexity, from the simplest to the most challenging. You are always eager to learn new things, and teach what you know, 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 and leadership 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 our 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.
Troubleshoot networking issues especially Cisco and Fortinet.
Requirements: Proficient in Hebrew and English both written and verbal, sufficient for achieving consensus and success in a remote and largely asynchronous work environment - Required.
5+ years of experience working as a senior help desk specialist / 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.
Leadership skills: ability to run a project from start to finish and direct a team if necessary - 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 understanding of the different OSs, iPhone and Android devices, and other peripherals and how to set up a secure remote connection to them.
The ability to speak in technical and non-technical jargon and translate both into comprehendible documentation and requirements company-wide
Familiarity with Cisco and Fortinet; knowledge of networking including switches and routers.
Knowledge of cloud computing Amazon workspaces.
Familiarity with ServiceNow.
Experienced with Zoom/Teams conference rooms.
Experience with Active Directory, O365/Azure AD, and Powershell.
This position is open to all candidates.