Inside Support Engineer / Helpdesk Specialist

We are a well-established technology company based in Jerusalem, seeking a skilled and motivated Inside Support Engineer / Helpdesk Specialist to join our dynamic support team.
In this role, you will provide remote technical support to customers and serve as a vital link between our clients and field engineers. You'll handle incoming service requests, troubleshoot technical issues, and help manage the flow of support cases. This position is ideal for someone who is solutions-oriented, technically proficient, and comfortable working in a fast-paced, customer-facing environment.
Key Responsibilities:
Provide remote support to clients for issues related to workstations, servers, and networks
Respond to client inquiries via phone and email
Troubleshoot technical issues independently without relying on scripted responses
Create, manage, and resolve service tickets using helpdesk and RMM systems
Triage and escalate cases to the appropriate team members when necessary
Assist field engineers remotely during onsite service calls
Maintain detailed and accurate case documentation
דרישות התפקיד
Qualifications & Experience:
2–4 years of relevant experience in IT support, helpdesk, or technical troubleshooting
Strong diagnostic and problem-solving skills
Ability to prioritize tasks, manage time effectively, and delegate when appropriate
Familiarity with RMM (Remote Monitoring and Management) and monitoring tools – advantage
Working knowledge of:
Windows Server and Active Directory environments
Windows 10/11 and macOS workstations
Microsoft Office 365, Google Workspace
Apple Business Manager and Jamf – advantage
Experience with Microsoft Office and other productivity applications
Fluent in both English and Hebrew, with excellent verbal and written communication skills in English
Service-oriented mindset with a proactive and customer-focused attitude
University degree – advantage