Senior IT Support Engineer

Role Overview

Our Group IT team plays a key role in keeping our people productive, secure, and connected.

We’re looking for a Senior IT Support Engineer who thrives on solving complex technical challenges, delivering exceptional user support, and continuously improving how IT operates. You’ll take ownership of IT (End-user support and Infrastructure) across our Tel Aviv office and remote teams, drive operational excellence, and partner with colleagues across IT to implement scalable, secure solutions.

This is a hands-on role with plenty of autonomy, where you’ll combine technical expertise with a customer-first mindset while helping shape and improve our IT services.

Key Responsibilities

• Act as a senior point of contact for IT support and Infrastructure, providing high-quality assistance both in person and remotely.
• Troubleshoot and resolve complex hardware, software, networking, and identity-related issues across macOS and Windows environments.
• Support and administer core IT platforms including Google Workspace, OKTA, Slack, MDM solutions, and collaboration tools.
• Configure, deploy, and maintain laptops, mobile devices, peripherals, and office technology.
• Own onboarding and offboarding processes, ensuring secure and seamless user lifecycle management.
• Manage incidents, service requests, and escalations, ensuring SLAs are consistently met while maintaining excellent customer satisfaction.
• Maintain accurate IT asset inventory, lifecycle management, and hardware procurement processes.
• Identify recurring issues and proactively improve support processes, documentation, and automation opportunities.
• Collaborate with Security, Infrastructure, and Engineering teams on endpoint management, access controls, and security initiatives.
• Support office IT infrastructure, including Wi-Fi, meeting room technology, printers, VPN, and networking equipment.
• Mentor junior team members, share knowledge, and contribute to raising technical standards across the team.
• Stay up to date with emerging technologies and help drive adoption of new tools and best practices across the business.

Required Skills, Knowledge and Expertise

• 5+ years of experience in IT Support, End User Computing, or a similar technical role.
• Strong troubleshooting skills across macOS and Windows environments.
• Experience administering Google Workspace, SSO, MDM platforms (such as Kandji, Hexnode or Ninja ONE), and SaaS applications.
• Good understanding of networking fundamentals, including DNS, DHCP, VPNs, Wi-Fi, and TCP/IP troubleshooting.
• Experience managing user identity, endpoint provisioning, and access management.
• Strong customer service mindset with excellent communication and stakeholder management skills.
• A proactive approach to identifying problems, improving processes, and driving operational efficiency.
• Ability to prioritise effectively, manage multiple competing requests, and remain calm under pressure.

Nice to Have

• Experience with scripting or automation (PowerShell, Bash, Python, or similar).
• Experience with endpoint security, EDR, or device compliance solutions.
• Familiarity with cloud infrastructure (AWS or Google Cloud Platform).
• Experience supporting hybrid or global organisations across multiple offices and time zones.

Role Overview

Our Group IT team plays a key role in keeping our people productive, secure, and connected.

We’re looking for a Senior IT Support Engineer who thrives on solving complex technical challenges, delivering exceptional user support, and continuously improving how IT operates. You’ll take ownership of IT (End-user support and Infrastructure) across our Tel Aviv office and remote teams, drive operational excellence, and partner with colleagues across IT to implement scalable, secure solutions.

This is a hands-on role with plenty of autonomy, where you’ll combine technical expertise with a customer-first mindset while helping shape and improve our IT services.

Key Responsibilities

• Act as a senior point of contact for IT support and Infrastructure, providing high-quality assistance both in person and remotely.
• Troubleshoot and resolve complex hardware, software, networking, and identity-related issues across macOS and Windows environments.
• Support and administer core IT platforms including Google Workspace, OKTA, Slack, MDM solutions, and collaboration tools.
• Configure, deploy, and maintain laptops, mobile devices, peripherals, and office technology.
• Own onboarding and offboarding processes, ensuring secure and seamless user lifecycle management.
• Manage incidents, service requests, and escalations, ensuring SLAs are consistently met while maintaining excellent customer satisfaction.
• Maintain accurate IT asset inventory, lifecycle management, and hardware procurement processes.
• Identify recurring issues and proactively improve support processes, documentation, and automation opportunities.
• Collaborate with Security, Infrastructure, and Engineering teams on endpoint management, access controls, and security initiatives.
• Support office IT infrastructure, including Wi-Fi, meeting room technology, printers, VPN, and networking equipment.
• Mentor junior team members, share knowledge, and contribute to raising technical standards across the team.
• Stay up to date with emerging technologies and help drive adoption of new tools and best practices across the business.

Required Skills, Knowledge and Expertise

• 5+ years of experience in IT Support, End User Computing, or a similar technical role.
• Strong troubleshooting skills across macOS and Windows environments.
• Experience administering Google Workspace, SSO, MDM platforms (such as Kandji, Hexnode or Ninja ONE), and SaaS applications.
• Good understanding of networking fundamentals, including DNS, DHCP, VPNs, Wi-Fi, and TCP/IP troubleshooting.
• Experience managing user identity, endpoint provisioning, and access management.
• Strong customer service mindset with excellent communication and stakeholder management skills.
• A proactive approach to identifying problems, improving processes, and driving operational efficiency.
• Ability to prioritise effectively, manage multiple competing requests, and remain calm under pressure.

Nice to Have

• Experience with scripting or automation (PowerShell, Bash, Python, or similar).
• Experience with endpoint security, EDR, or device compliance solutions.
• Familiarity with cloud infrastructure (AWS or Google Cloud Platform).
• Experience supporting hybrid or global organisations across multiple offices and time zones.