Senior Information Technology Engineer

Job Title: Senior IT Technician

Location: Caesarea/Tel Aviv-Yafo, Israel

Duration: Full-time contract, 6 Months

Role purpose:

• Provide on-site IT related Software and Hardware support to assist in the installation, integration and maintenance of computing devices.

Essential Job Functions:

• Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes) 15%

• Troubleshoot and repair hardware and/or Software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 1/2) 15%

• Perform daily support (moves, adds, changes, etc.) for desktops, laptops, peripheral equipment and other IT related hardware (ex. VOIP Phones, A/V support as applicable for your region, etc.)10%

• Manage installation of desktops, laptops, peripheral equipment and other IT related hardware 10%

• Perform lifecycle upgrades and projects as directed 10%

• Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed 10%

• Training users in various situations, educating them regarding use of hardware, its software and related systems. Training would be brief, one-on-one, small group, ad-hoc and hands on "How-to" instructions 5%

• Coordinate activities with third party vendors as needed (Order fulfillment, Warrantees, Project Needs, Vendor relations / feedback, and so forth) 5%

• Provide appropriate visibility of costs related to service requests and comply to approval requirements

Marginal Job Functions:

• Assist the business with tablet and mobile device support to meet operational / business needs 5%

• Other incidental duties: Manage port connections to provide point of use network availability; Assist in answering Help Desk Calls from Users on an as needed basis 5%

• Manage assets including physical and electronic identification and control 5%

Education/Experience:

• H.S. Diploma or equivalent

• Associate's Degree or equivalent or technical degree/certificate in related discipline

• 3 years of work experience including IT hardware/software experience

Required Skills:

• Microsoft Certified Desktop Technician preferred

• Ability to manage users and PC's using Active Directory required

• Proficient in Microsoft O365 applications

• Ability to perform IT hardware and software diagnostics and repairs (Laptops, Desktops, mobile devices, peripherals, handheld scanners, etc.)

• Effective cable management skills to maintain organized work stations and data closets required

• Ability to adapt and learn new technologies as needed

• Strong written and verbal skills required

• Problem Solving skills including Trouble shooting techniques required

• Strong customer service focused skills required

• Strong organization and time management skills required

• High level of professionalism during interactions with customers and vendors

• Experience using ITSM software (ServiceNow) to manage service tickets and document support provided

• Experience with platforms and applications (e.g, Microsoft Office Suite, Microsoft Outlook/Office365, Microsoft Edge, Windows 11, Active Directory, Virtual Private Network (VPN), Multi-factor authentication (MFA)

• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.

Level of Independence:

• Works independently without close supervision

• Little or no authority to deviate from established procedures

• Compares and evaluates possible courses of action after considering various possibilities

• Applies his or her knowledge in following procedures or in determining which procedures to follow or determining whether specified standards are met

• Determines or effectively recommends course of action after considering potential risks of alternatives

• Events not covered by procedures/instructions are referred to supervisor for disposition (as opposed to the employee continuing to have responsibility)

• May provide guidance to lower level personnel