Information Technology Specialist

Job Description – Standard IT Support Engineer

Position

Standard IT Support Engineer – Onsite

Location: Kfar Saba, Israel

Contract Duration: 1 Year

Role Overview

We are looking for a Standard IT Support Engineer to provide onsite IT support and services to all users at the client site. The ideal candidate should be a strong team player with good communication skills, a customer-focused approach, and a willingness to learn and share knowledge.

The support will include both walk-in support and on-demand onsite support. The engineer will work closely with the Service Desk, global IT teams, and other onsite support teams to ensure a high-quality end-user experience.

Key Responsibilities:

• Provide onsite IT support through walk-in and on-demand support.
• Support and maintain the local IT infrastructure.
• Troubleshoot and resolve end-user hardware and software issues.
• Troubleshoot laptops, Microsoft applications, Windows, Office 365, and browsers.
• Perform laptop re-imaging and basic configuration.
• Support meeting rooms, AV equipment, video conferencing, and Microsoft Teams.
• Provide user onboarding, training, and technical guidance.
• Maintain and update IT asset inventory.
• Collaborate with different business teams on IT-related matters.
• Assist with IT project implementations as assigned by the Lead or IT Operations Manager.
• Perform visits to remote/dispatch sites when required.
• Log and manage all incidents through ServiceNow.
• Work towards achieving agreed response and resolution KPIs.
• Monitor and control aging incidents.
• Provide regular reports and updates on open incidents and actions taken.
• Participate in team coordination, stand-ups, and knowledge-sharing activities.
• Collaborate with global Service Desk and onsite IT support teams.

Experience & Qualifications

• Degree in IT, Computer Science, or a relevant field.
• 3–6 years of IT support experience.
• Fluent in spoken and written English.
• Experience with ITSM tools, preferably ServiceNow.
• Good understanding of ITIL principles; ITIL Foundation certification is preferred but not mandatory.
• Strong technical knowledge of:
• Microsoft Windows 10/11
• Microsoft 365 / Office 365
• Hardware and end-user devices
• IT infrastructure
• iOS devices
• Browser troubleshooting
• Experience with KCS is an advantage.
• Experience supporting AV equipment, meeting rooms, video conferencing, and Microsoft Teams is preferred.
• Experience working in an international/global IT environment is an advantage.
• Previous experience in a 24/7 support environment is preferred.
• Willingness to travel to remote/dispatch sites when required.
• Knowledge of Agile working methods and Kanban boards is an advantage.