Helpdesk Specialist
502979
Exciting Fintech company with an office in Jerusalem seeks a Helpdesk Specialist.
You are:
A tech-savvy help desk specialist, well-versed in all aspects of computer systems configuration, set up, and maintenance, and are able to take the hassle out of any technical problem. You have excellent interpersonal and communication skills, you’re friendly and patient even with difficult customers, and you enjoy resolving customer technical issues on email, chat or phone. You have a great customer-service approach, work fast, and are happy to effectively walk your customers through all kinds of problem solving, from the silliest ones to the most complex, never-seen-this-before ones. You have excellent diagnosis skills, you are fast, and you easily implement effective solutions and share your advanced technical knowledge in a simple and understandable manner.
You’re able to thrive in fast-paced, high-performance environments and enjoy the challenge. You’re curious and proactively learn new technologies and are able to succeed on your own. You’re always seeking creative problem-solving solutions, even for complex situations. You value flexibility in order to prioritize your personal life without giving up on the technical challenge that drives you to love your career. You’re self-disciplined and deliver results on time. You value teamwork, know how to collaborate with others and how to effectively communicate with them.
We are:
The IT team, that is responsible for the day-to-day function of our infrastructure and team. We provide support to the R&D site employees, most of whom work remotely.
You will:
- Serve as the first contact with customers who need technical assistance via the phone, chat, email or remote access
- Assess and diagnose computer hardware and software problems, using various diagnostic techniques, implementing effective solutions
- Install and upgrade hardware and software systems, install computer peripherals, and perform basic computer maintenance
- Provide quick resolution and excellent customer service
- Talk customers through basic problem-solving processes
- Follow standard help desk procedures and complete support tickets
- Identify and escalate situations requiring urgent attention
- Redirect unresolved issues to the next level of support personnel
- Inform management of recurring problems
- Provide audio-visual set-up and support for company events, both virtual and in-person
- Provide needed information on IT products or services
- Keep record of problems and their resolution
- Follow-up with customers
- Be responsible for equipment inventory and purchasing
- Provide feedback on processes and make recommendations on areas to improve
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
- Provide basic computer training
- Run reports and analyze common complaints and problems
- Provide the IT aspect of onboarding new hires, from delivering the equipment to system technical onboarding
You have:
- 1+ years working as a help desk specialist in a large, production organization (military experience accepted)
- A strong working knowledge of computer systems, hardware, software and mobile devices
- Knowledge of computer software systems, including office applications, virtual environments and operating systems
- Ability to troubleshoot complex hardware and software issues
- Excellent analytical and diagnostic skills
- Excellent communication and interpersonal skills, in both English and Hebrew
- Good problem-solving, analytical, and team-working skills
- Great customer service skills
It's a bonus if you have:
- Experience with a ticketing system
Please send CV to [email protected]
