IT Help Desk Support Engineer

Description

The company is looking for a highly motivated IT support generalist to join our team. This crucial role provides day-to-day IT support to our North American employees and ensuring the seamless operation of our technology infrastructure. [± 60 employees]. The company is a global company, which provides the most powerful risk analytics for cybersecurity, security management and operations tools to eliminate attack vectors. Our platform provides a holistic view of complex, hybrid environments and the insights needed to protect the modern enterprise, by collectively visualizes and analyzes hybrid and multi-cloud networks, providing full context and understanding of the attack surface.

Key Responsibilities:

• Anti-Spam Solutions:
• Manage and troubleshoot ProofPoint anti-spam solutions. This includes releasing emails from quarantine, reviewing logs, and handling false positives and other spam-related issues.
• Identity and Access Management:
• Provide hands-on configuration and troubleshooting for Okta, including user provisioning, access policies, and authentication issues.
• Manage Active Directory and Azure accounts: creating users, setting up attributes, account lockouts, password resets, and account terminations.
• Mobile Device Management:
• Utilize Intune and Kandji for Windows device management, including device enrollment, configuration, policy management, wiping, and group policy enforcement.
• Ticketing Systems Management:
• Manage support tickets using platforms like FreshService and ServiceNow. Prioritize and resolve tickets in a timely manner while providing excellent customer service.
• Zoom Support:
• Troubleshoot Zoom-related issues, including login problems, audio/video configuration, background changes, and server configuration. Ensure seamless user experience for meetings and webinars.
• Software Deployment and Patch Management:
• Use BIGFIX to deploy software, enforce policies, manage Windows updates, push tasks, and review logs for software compliance and troubleshooting.
• Office 365 and Microsoft Teams Support:
• Provide expert support for Microsoft Teams, Web Mail, and other Office 365 applications. Troubleshoot issues with Teams, such as login issues, channel permissions, and integration with other Office apps.
• Network Configuration:
• Assist with basic DNS, IP Configuration, and DHCP tasks, including troubleshooting connectivity issues and network-related problems.
• Customer Support:
• Provide high-quality, customer-oriented support via phone, email, and chat. Document and track all interactions and resolutions using the ticketing system.

Requirements

• 3+ years of experience in a Help Desk or IT support role.
• Hands-on experience with ProofPoint (anti-spam solutions) and ability to release emails and manage spam filters.
• Proficient in Okta user provisioning, access management, and troubleshooting.
• Experience with Intune and Kandji for device management, including policy enforcement, Windows settings, and group policy configuration.
• In-depth knowledge of Zoom support, including troubleshooting audio/video issues and server-side configuration.
• Strong experience with Active Directory and Azure: user setup, attribute management, password resets, account lockouts, and deactivations.
• Knowledge of BIGFIX for software deployment, patch management, and task execution.
• Expertise in Office 365, including Microsoft Teams, web mail troubleshooting, and end-user support.
• Basic networking knowledge, including DNS, IP configuration, and DHCP.
• Familiarity with ticketing systems such as FreshService, ServiceNow, or similar platforms.
• Excellent problem-solving skills with the ability to work under pressure.
• Strong verbal and written communication skills.
• Ability to work independently and in a team environment.

Notes:

• In case of emergency, ability to work off the regular working hours / weekends.
• The work will be done remotely, on US time-zone, as a sole player [The rest of the team are in different time-zones. o Pacific Time Zone: 6:00 – 14:00. o Eastern Standard Time: 09:00 – 17:00.
• The job requires being 100% hands-on.
• The IT Generalist will be a part of the global IT team [the rest of the team are based in Israel and Ukraine] and will report to our Help-Desk team leader.