Support Engineer / Help Desk

We are:

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.

Work from our Jerusalem office 5 days a week. Possibility for 1 remote day a week.

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.
- Provide on-site and remote support and maintenance of Cross River’s various technologies. 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.

You have:

- 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

Why join us:

Cross River Technologies develops software infrastructure for the fintech industry. Providing innovative technological solutions for various financial services, including payments, credit cards, and loans.

Globally, Cross River has 900 employees, 170 of whom are based in the R&D center at the Jerusalem offices.

We offer a wide range of wellness benefits including ongoing learning and development opportunities; monthly wellness reimbursement; volunteering opportunities; charitable donation matching; Keren Hishtalmut on full salary; private health and dental insurance; advanced study fund and various company events.

We place a strong emphasis on employee satisfaction and growth.

Cross River is an Equal Opportunity Employer. Cross River does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

By submitting your application, you give Cross River permission to email, call, or text you using the contact details provided. We will only contact you with job related information.