Inside Support/Helpdesk

We are a well-established technology company based in Jerusalem, seeking a skilled and motivated Inside Support Engineer / Helpdesk Specialist to join our dynamic support team. In this role, you will provide remote technical support to customers and serve as a vital link between our clients and field engineers. You'll handle incoming service requests, troubleshoot technical issues, and help manage the flow of support cases. This position is ideal for someone who is solutions-oriented, technically proficient, and comfortable working in a fast-paced, customer-facing environment. Key Responsibilities: Provide remote support to clients for issues related to workstations, servers, and networks Respond to client inquiries via phone and email Troubleshoot technical issues independently without relying on scripted responses Create, manage, and resolve service tickets using helpdesk and RMM systems Triage and escalate cases to the appropriate team members when necessary Assist field engineers remotely during onsite service calls Maintain detailed and accurate case documentation Qualifications & Experience: 2–4 years of relevant experience in IT support, helpdesk, or technical troubleshooting Strong diagnostic and problem-solving skills Ability to prioritize tasks, manage time effectively, and delegate when appropriate Familiarity with RMM (Remote Monitoring and Management) and monitoring tools – advantage Working knowledge of: Windows Server and Active Directory environments Windows 10/11 and macOS workstations Microsoft Office 365, Google Workspace Apple Business Manager and Jamf – advantage Experience with Microsoft Office and other productivity applications Fluent in both English and Hebrew, with excellent verbal and written communication skills in English Service-oriented mindset with a proactive and customer-focused attitude University degree – advantage