IT Support Engineer - OwnBackup
Own is the leading data platform trusted by thousands of organizations to protect and activate SaaS data to transform their businesses. Own empowers customers to ensure the availability, security and compliance of mission-critical data, while unlocking new ways to gain deeper insights faster. By partnering with some of the world’s largest SaaS ecosystems such as Salesforce, ServiceNow and Microsoft Dynamics, Own enables customers around the world to truly own the data that powers their business.
It’s their platform. It’s your data. Own it.
The Job
Own is looking for a passionate, dedicated, and highly motivated IT Support Engineer to join the Technology Team.
As an IT Support Engineer at Own you will be responsible for supporting users by addressing any technical and non-technical difficulties related to the use of technology in conducting their day to day job function. This role is the first line of contact when a user reports an issue. This function requires quick thinking, a level of calmness and ability to problem solve in a fast paced environment. Communication, proper expectation setting and the hunger to reach a successful case resolution is paramount.
Your Day-to-Day Role
- Monitor the service desk system, identify the priority level of the service desk requests/tickets received and solving issues or reallocating to colleagues/raising with senior members of the team where applicable
- Providing IT, AV and network support to end users locally and all international sites
- Level 1 & 2 Support for 900+ Mac users globally on laptops, including monitors, tablets, printers, peripherals, and applications.
- Computer and data security, including encryption and anti-virus updates.
- Installation and image management, including pre- and post-imaging procedures.
- Maintaining inventories of software, hardware and peripherals using asset management software.
- Documenting and troubleshooting procedures.
- Thorough record keeping and documentation as required.
- Installing, configuring and maintaining local IT hardware and software according to policies in place.
- Identifying the cause of hardware and software failures and providing corrective action to rectify the problem.
- Identifying solutions which will reduce or eliminate the re-occurrence of hardware and software problems.
- Assist with audio/visual hardware setup and break down, along with conference rooms and video conferences support.
- Training users on basic macOS and application use.
- Conduct employee on-boarding ensuring new staff is ready to work on day one.
- Conduct day to day support activity with a level of urgency and commitment to SLA’s.
- Help with quoting and ordering equipment through IT suppliers
- Strong team player and proactive communicator with service-oriented attitude and customer focus
- A commitment to collaborative problem solving and customer service quality is essential
Your Work Experience
- A minimum of 2 years experience supporting a primarily Mac environment and alongside some windows devices within an enterprise business environment
- Previous experience supporting large organizations with offices in multiple geographies
- Working Knowledge of Zoom, Slack, Okta, G-Suite and Atlassian (Jira)
- Conference Room and AV technology experience (Zoom)
- Process oriented, but flexible around business needs.
- A self starter with good task and time management skills.
- Exhibits courtesy, tact, consideration, teamwork and discretion in all interactions with staff and with the public.
- Has the ability to operate with a limited level of direct supervision. Can exercise independence of judgment and autonomy
- Excellent communication and writing skills with the ability to explain complex topics in easy to understand and concise language with all levels of employees
Must Have Skills:
- Jamf 100 Qualified
- Well versed in Mac OS and Apple iOS
- Experience working and supporting with Zoom Rooms
- Working Knowledge of Okta including MFA and password resets
- Working Knowledge of networking infrastructure and troubleshooting network devices
Important Details
This is a full-time position. The ideal candidate will work out of our Tel Aviv office a minimum of 5 days a week to maximize collaboration and interaction with business. Travel may be required.
Own is dedicated to creating an environment where employees thrive. It’s why we provide every employee with unlimited holiday, meal tickets for lunch and a pension plan.
Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. Own is an equal opportunity employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.
Learn more at owndata.com.
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Last updated: 3 days ago
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