Help Desk Technician

PAPAYA is one of the world's fastest-growing mobile game companies, providing entertainment for millions of users across multiple apps. The company is headquartered in the heart of Tel Aviv.

We are looking for a highly skilled HelpDesk Technician. A key element in this role is having in-depth knowledge of macOS computer systems and common issues to address all user concerns promptly. Success in this role is demonstrated by providing clear technical support and swiftly resolving desktop issues. The position is shift-based.

Requirements:

2+ years of proven working experience in technical support, IT support, or as a technical engineer or in a similar role - a must
At least 2 years of experience with user support in a macOS environment
Proven experience in user support and Helpdesk operations - a must
Good Problem-solving skills - a must
Exceptional written and verbal communication skills in English and Hebrew - a must
A love of (and ability) to solve problems & challenges - a must
Good understanding of computer systems, mobile devices, and other tech products - a must
People-oriented and cool-tempered
Able to learn and adapt quickly in a fast-paced start-up environment.

Responsibilities:

Provide technical support to Papaya’s employees.
Provide hands-on or remote assistance in computer setups, upgrades, software operation, and maintenance.
Troubleshoots computer hardware and software issues and assists with installing computer software and updates.
Physically set up end-user desktop hardware such as workstations, monitors, printers, etc.
Respond to user inquiries and deal with cases from inception to completion.
Manage the help desk call queue to address all requests according to SLA.
Follow standard operating procedures to escalate unresolved issues to the appropriate internal teams.
Manage physical and virtual assets lifecycle using the asset management system.
Assist with employee lifecycle management (onboarding & offboarding duties).
Assists and troubleshoot with Video Conferencing equipment.