User Support Engineer

JR104185

Come join an exciting, high-growth company where you will provide hands-on, technical, and customer-facing support while delivering first-rate customer service across the Tricentis organization! If you are a team-oriented, support-minded individual with a strong technical background, then an IT on-site support position might be perfect for you. In this role, you will be a resident problem-solver, providing front-line, in-person and remote support for our internal employees - primarily for our office in Tel Aviv, as well as occasionally for our office in Ra'anana. You will have the opportunity to use your expertise to identify and troubleshoot issues, investigate root causes, partake in process creation, and provide solutions to IT-related issues. Come be a part of the Global End User Support team!

Job Description:

- The IT User Support Specialist will be part of a global End User Support (EUS) team that provides first-rate customer service while performing ticket-based support to Windows and Mac users.

- Using your troubleshooting and technical skills the IT User Support Specialist is expected to work in a hybrid fashion with 4 days a week being on-site at the local office.

- EUS Team members document all work through the ITSM ticketing tool (ie. Requests, Incidents, Changes, Asset Management).

- End User Support team members are required to be detailed-oriented, process-driven and accountable for their areas of responsibility.

- EUS Team members operate as the smart hands of all IT solutions inside their local office and are responsible for engaging the proper IT Teams to ensure the support of said solutions.

- Management of IT hardware inventory (laptops, monitors, and IT-sanctioned peripherals) through InTune, JAMF and ServiceNow; onboarding and offboarding of our team members; support of AV solutions and proper ticket management/ownership all fall under the responsibility of the End User Support team.