Support Engineer / Help Desk

תיאור משרה

Exciting Fintech company with an office in Jerusalem seeks a Support Engineer..

The IT Support team ensures the production and development environments are up and running 24/7. We stay busy doing everything from back-office helpdesk to supporting development teams with integrations, debugging, and troubleshooting.

You are:

As a technical-oriented individual, 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 of all levels of complexity, from the simplest to the most challenging. You are always eager to learn new things 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. You can quickly implement solutions and share your advanced technical knowledge in a simple and understandable manner.

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.
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.
Assist with inventory and supply management.
Assist with updating FAQ and common troubleshooting (knowledge base).
Solving day-to-day issues and understanding why they occur and how to prevent them from reoccurring.
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.