IT Enterprise Systems Support Engineer

Description

Who We Are

At Cross River, we're building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments, cards, and lending solutions, we enable millions of businesses and consumers to transact seamlessly and securely.

With 900+ employees worldwide and an R&D center of over 180 employees in Jerusalem – we’re reshaping how financial technology is developed and delivered.

THE ROLE

The Engineer, IT Enterprise Systems Support, is responsible for assisting and supporting approximately 200 end users in a corporate environment, and as part of the Enterprise Systems Support team. The ideal candidate has a solid IT support foundation and experience across Windows 11, macOS, Microsoft 365, iOS, and Android platforms, coupled with exceptional customer service and communication skills.

Who You Are

• A technically driven problem-solver with the ability to diagnose and resolve issues across a wide range of complexity levels.
• An experienced Support Engineer who delivers exceptional customer service and communicates technical concepts in a clear, user-friendly manner.
• Passionate about technology, continuously learning new tools, systems, and best practices to expand technical expertise.
• Skilled at implementing effective solutions quickly while providing guidance and knowledge-sharing to users and stakeholders.
• Thrives in fast-paced, customer-focused environments where technical troubleshooting, collaboration, and user support are key to success.
  
  

• Serve as the first point of contact for employees seeking technical assistance via phone, email, chat, remote support, and in-person interactions, delivering exceptional customer service and meeting established SLA targets.
• Troubleshoot and resolve hardware, software, mobile device, connectivity, and end-user computing issues across Windows, macOS, Microsoft 365, and other business-critical applications.
• Provide hands-on and remote support for laptops, desktops, peripherals, and related technologies, including installations, upgrades, replacements, repairs, configurations, and deployments.
• Manage support requests through the ticketing system, ensuring timely resolution, accurate documentation, and proactive communication with users.
• Support and troubleshoot networking, cloud, and endpoint technologies, including Cisco, Fortinet, Amazon WorkSpaces, Microsoft Intune, Jamf, SCCM, and Windows Autopilot.
• Deliver operational support for conference room technology, audiovisual systems, telephony solutions, and office security systems to ensure a seamless workplace experience.
• Lead endpoint lifecycle activities, including device provisioning, operating system deployments, upgrades, asset tracking, inventory management, warranty coordination, and compliance initiatives.
• Create, maintain, and improve knowledge base articles, troubleshooting guides, FAQs, and technical documentation to enhance self-service and team efficiency.
• Partner with cross-functional teams to research, evaluate, test, and recommend new technologies and solutions that improve employee productivity and strengthen the IT environment.
• Support employee onboarding and day-to-day operations by provisioning equipment, delivering technical onboarding, identifying root causes of recurring issues, implementing preventive solutions, and providing executive/VIP user support when needed.
  
  

• Consistently delivering excellent customer service and maintaining positive relationships with employees at all levels of the organization, including executive and VIP users.
• Resolving end-user issues efficiently while meeting or exceeding established service level expectations.
• Taking ownership of incidents, requests, and projects from start to finish while ensuring work is properly documented in tickets and knowledge articles.
• Demonstrating a continuous learning mindset and steadily expanding responsibilities within endpoint engineering and systems management.
• Collaborating effectively with team members across support, infrastructure, security, and engineering functions.
• Maintaining accurate asset, configuration, and endpoint records while adhering to security and compliance requirements.
• Becoming a trusted technical resource who can independently manage day-to-day support activities while contributing to larger endpoint management projects.
  
  

• 2-4+ years of experience in IT support, desktop support, help desk, or a related technical role within a fast-paced enterprise or high-tech environment.
• Fluent in Hebrew and English, with experience using ticketing systems, remote support tools, conferencing platforms (Zoom/Teams), and a willingness to occasionally provide after-hours support when needed.
• Strong expertise supporting Windows, macOS, and Apple hardware, with working knowledge of Linux, mobile devices, and endpoint troubleshooting.
• Hands-on experience with Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), PowerShell, and enterprise productivity tools.
• Experience administering and supporting endpoint management platforms such as Microsoft Intune, Jamf, SCCM, Windows Autopilot, and device lifecycle management processes.
• Solid understanding of networking fundamentals, including VPNs, MFA, switches, routers, wireless access points, Cisco, Fortinet, and remote connectivity technologies.
• Exceptional customer service, communication, and problem-solving skills, with the ability to support users at all levels, including executive and VIP stakeholders.
• Strong organizational, analytical, and project leadership abilities, with a proven track record of managing priorities independently while contributing to team and cross-functional initiatives.