IT Support Specialist

Description:

Hailo is a leading high-tech company, developing top-performing AI processors for edge devices in various industries. We combine an extensive understanding of the way neural networks operate, with our team’s expertise in SW and HW architecture, to develop products that transform the way we use machines to perceive and analyze the world around us.

Our company is led by a group of experts from a wide range of disciplines, combining experience from elite intelligence units as well as leading tech companies in Israel and abroad, with a track record of executing complex projects from the ground up.  As an AI chip company, we believe that AI can help us create a better, safer, more productive, and more convenient world. For this to happen, AI needs to be available at scale and on the edge. 

To this end, our team of hardware and software leaders is developing top-performing AI processors, dedicated to AI tasks on edge devices in a wide variety of applications and industries including smart cities, automotive, manufacturing, agriculture, retail, and many more. With hundreds of customer programs around the world, and a wide ecosystem of software and hardware partners, Hailo is leading the edge AI revolution.

About the Position

We are looking for a hands-on IT Support Specialist with a strong focus on delivering high-quality technical support and an excellent user experience to join our IT team.

The IT Support Specialist is part of Hailo’s global IT team and acts as a key point of contact between IT/InfoSec and employees, supporting both onsite and remote staff across multiple departments and business functions worldwide.

This role is responsible for maintaining secure, reliable, and efficient IT operations while providing responsive day-to-day technical support. The ideal candidate should have strong troubleshooting abilities, excellent communication skills, and a customer-focused mindset, with the ability to translate technical concepts into clear, user-friendly language for both technical and non-technical stakeholders.

• Provide day-to-day technical support for onsite, remote, and remote-site users.
• Manage, prioritize, and monitor support tickets through the company’s ticketing system, ensuring efficient and timely resolution.
• Manage user accounts, permissions, and access across identity and access management platforms, including Active Directory, Entra ID, Okta, and FreeIPA.
• Support employee onboarding and offboarding processes, including account provisioning, access configuration, equipment setup, and user training.
• Configure, deploy, and maintain end-user devices, peripherals, and lab equipment, including hardware and software installations in Windows and Linux environments.
• Troubleshoot and resolve hardware, software, networking, and system configuration issues.
• Maintain accurate IT documentation, including asset inventory, procedures, user guides, and internal knowledge base content.
• Monitor IT systems and proactively identify and resolve issues before they impact end users.
• Enforce IT and security best practices across all supported systems and services.
• Support endpoint security solutions, including antivirus, EDR, patch management, and device compliance.
• Perform regular system maintenance, updates, and patching within defined maintenance windows.
• Identify, investigate, and report suspicious activities or potential security vulnerabilities.
• Assist with access reviews, compliance initiatives, and security-related processes.
• Contribute to IT process improvements and automation initiatives to support company growth and scalability.