Information Technology Help Desk

a leading public cyber security company is seeking a highly motivated and experienced Help Desk IT Support Engineer to join our growing EMEA team in Tel Aviv. In this role, you will be the first point of contact for our employees, providing both on-site and remote technical support across the EMEA region. You will play a crucial role in ensuring the smooth and efficient operation of our IT infrastructure.

Key Responsibilities:

• Provide Technical Support: Respond promptly to employee inquiries via phone, email, and our ticketing system.
• Diagnose and resolve a wide range of technical issues related to computers, telephony, network connectivity, and company-supported applications.
• Onboarding & User Management:Conduct thorough IT onboarding for new hires, including account creation, system access provisioning, and equipment setup.
• Manage user accounts and permissions within Active Directory and/or Okta.
• Equipment Provisioning & Management:Set up and configure workstations (PCs and Macs) for new employees across the EMEA region.
• Maintain accurate inventory of IT hardware and software.
• Compliance & Security:Address vulnerability and non-compliance issues directly with end-users, ensuring adherence to security policies.
• Documentation & Escalation:Document resolutions and troubleshooting steps for future reference.
• Escalate complex issues to senior IT teams when necessary.
• Communication & Follow-Up:Communicate effectively with employees at all levels, keeping them informed throughout the issue resolution process.
• After-Hours Support:Participate in an on-call rotation to provide after-hours support as needed.

Qualifications:

• 2+ years of experience in a technical support role.
• Excellent written and verbal communication skills in English.
• Strong proficiency in supporting Microsoft Windows and Apple macOS operating systems and applications.
• Experience with PC and Apple hardware troubleshooting and repair.
• Experience with Active Directory and/or Okta.
• Experience with IT asset management tools (e.g., JAMF, Solarwinds).
• Experience supporting mobile devices (iOS and Android).
• General knowledge of local area networks (LAN) and troubleshooting network connectivity issues.
• Familiarity with cloud-based environments (e.g., AWS Workspaces).
• Experience with Linux is a plus.