Support Engineer / Help Desk 951772

• 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.

• Proficient in Hebrew and English both written and verbal, sufficient for achieving consensus and success in a remote and largely asynchronous work environment - Required
• 3+ years of experience working as a #help_desk / experience in a support role in a mid-large high-tech organization (military experience accepted) - Required
• Troubleshooting a range of desktop/laptop computers, knowledge of Mac OS, Windows and Linux - Required
• Proven experience supporting Apple Mac hardware and OSX operating systems – Required
• Excellent Customer Service skills via phone, email, and in-person – Required
• Experience working with collaboration tools, conferencing systems, remote IT tools, and ticketing systems - Required
• Experience with MDM solutions such as In-Tune or Jamf
• Possess a "no task too small" attitude. You must be willing to work off-hours from time to time
• Strong Technical and Organization Skills
• Troubleshooting Skills & Analytical Skills (networks, switches, routers, access points, printers, and other devices)
• Ability to manage your daily functions while assisting on projects and handling recurring tasks independently, empathize with the end user, and craft solutions to help them swiftly while under stress
• A thorough understanding of the different OS’s, iPhone and Android devices, and other peripherals and how to set up a secure remote connection to them.
• The ability to speak in technical and non-technical jargon and translate both into comprehendible documentation and requirements company-wide
• Familiarity with ServiceNow or Zendesk
• Experienced with Zoom/Teams conference rooms
• Experience with Active Directory, O365/Azure AD, and Powershell

RYB Technologies