Senior IT Enterprise System Support

Description

We are

Cross River is a highly profitable, fast-growing financial technology company powering the future of financial services. Our comprehensive suite of innovative and scalable embedded payments, cards, and lending products deliver financial services for millions of businesses and consumers around the globe. Cross River is backed by leading investors and serves the world’s most essential fintech and technology companies. Together with its partners, Cross River is reshaping global finance and financial inclusion.

We are on a mission to build the infrastructure that propels access, inclusion, and the democratization of financial services. While our company has tripled in size over the last three years, our strong sense of purpose led Cross River to be named to American Banker’s list of Best Places to Work in Fintech for the last 6 years. The reason for this success is simple – our nimble and collaborative culture lives in every member of our growing team. Together we are at the forefront of technology and innovation, and we invite passionate, collaborative, and motivated high performers to join our expanding team.

You are

As a technical-oriented individual and a experienced manager, you are capable of resolving any technical issue with ease. Your exceptional customer service approach and effective communication skills help you to quickly solve problems at all levels of complexity, from the simplest to the most challenging. You are always eager to learn new things, and teach what you know, and have an innate drive for automation and continuous improvement of IT processes. You have a proven track record of working in a fast-paced environment and possess excellent diagnostic skills and leadership skills. You can quickly implement solutions and share your advanced technical knowledge in a simple and understandable manner.

Work from our Jerusalem office 5 days a week. (Possibility for 1 remote day a week)

You will

• Serve as the first point of contact with employees who need technical assistance via phone, chat, email, or remote access.
• Provide quick resolution and excellent customer service
• Talk employees through basic problem-solving processes
• Provide on-site and remote support and maintenance of Cross River’s various technologies. This includes installing, repairing, upgrading, replacing, and maintaining hardware/software and peripheral equipment
• Provide daily operational support for end-user devices, peripherals, and other related technologies that may be used daily and require hands-on support
• Support responsibilities include performing PC / laptops (Windows and Mac / OSX) upgrades / replacements, equipment moves, hardware installations, technology configuration & deployment along with providing support for locally installed software solutions.
• Troubleshoot hardware and software issues, responding quickly and efficiently to questions from employees
• Efficiently respond to and use a ticketing system for support tracking
• Research and evaluate new products and services that help keep our IT environment current
• Troubleshoot networking issues especially Cisco and Fortinet
• Support and troubleshoot cloud computing solutions including Amazon Workspaces
• Assist with inventory and supply management
• Assist with updating FAQ and common troubleshooting (knowledge base)
• Solve day-to-day issues and understand why they occur and how to prevent them from reoccurring
• Lead and manage the team ensuring direct flow and smooth processes
• Work with audiovisual conference room setup as well as security systems
• Suggest recommendations based on requests from various teams, run the required research, and test various potential solutions on a global scale
• Provide the IT aspect of onboarding new hires, from delivering the equipment to system technical onboarding
  
  

• Proficient in Hebrew and English both written and verbal, sufficient for achieving consensus and success in a remote and largely asynchronous work environment - Required
• 5+ years of experience working as a senior help desk specialist / experience in a support role in a mid-large high-tech organization (military experience accepted) - Required
• Troubleshooting a range of desktop / laptop computers, knowledge of Mac OS, Windows and Linux - Required
• Proven experience supporting Apple Mac hardware and OSX operating systems – Required
• Leadership skills: ability to run a project from start to finish and direct a team if necessary - Required
• Excellent Customer Service skills via phone, email, and in-person – Required
• Experience working with collaboration tools, conferencing systems, remote IT tools, and ticketing systems - Required
• Experience with MDM solutions such as In-Tune or Jamf
• Possess a "no task too small" attitude. You must be willing to work off-hours from time to time
• Strong Technical and Organization Skills
• Troubleshooting Skills & Analytical Skills (networks, switches, routers, access points, printers, and other devices)
• Ability to manage your daily functions while assisting on projects and handling recurring tasks independently, empathize with the end user, and craft solutions to help them swiftly while under stress
• A thorough understanding of the different OS’s, iPhone and Android devices, and other peripherals and how to set up a secure remote connection to them.
• The ability to speak in technical and non-technical jargon and translate both into comprehendible documentation and requirements company-wide
• Familiarity with Cisco and Fortinet; knowledge of networking including switches and routers.
• Knowledge of cloud computing – Amazon workspaces
• Familiarity with ServiceNow
• Experienced with Zoom/Teams conference rooms
• Experience with Active Directory, O365/Azure AD, and Powershell