Technical Service Desk Rep Level 1 Onsite Kfar Saba Beer Sheva

We are seeking a Technical Service Representative to provide Level 1 support as part of a global Service Desk. The role includes troubleshooting hardware software network and user-access issues working with ServiceNow updating inventories and supporting end users while meeting KPIs and performance metrics.
This position is fully onsite.

Major Duties & Responsibilities

• Perform Level 1 initial problem determination for hardware software and service-related issues.
  

• Provide technical guidance and troubleshoot end-user queries within established KPIs.
  

• Escalate and assign tickets to resolver groups when required.
  

• Act as the Service Desk advocate in cross-team interactions.
  

• Trigger the service outage procedure when necessary.
  

• Accurately document all interactions in ServiceNow.
  

• Contribute to continuous improvement of performance metrics.
  

• Update inventories of licenses hardware and reporting.

Education & Knowledge Requirements

• Understanding of ITIL principles.
  

• Experience with ServiceNow (Washington release preferred).
  Knowledge of handling Service Requests and Incidents.

• Bachelors in Computer Science Engineering or related field or IT certification/diploma.
  

• Knowledge of Microsoft 365 Active Directory Identity Management.
  

• Knowledge of Windows OS printer configuration shared folders VPN LAN & Wi-Fi.
  

• Familiarity with iPhone/iPad/iOS and Enterprise Mobility Management.
  

• Knowledge of MS Teams and other instant messaging tools.
  

• Basic knowledge of Adobe Acrobat Pro.
  

• Experience in Pharma / Biotech / GxP environments preferred.

Skills & Capabilities

• Minimum 2 years as a technical service desk agent.
  

• Experience in 24/7/365 global operations teams preferred.
  

• Strong troubleshooting analytical and problem-determination skills.
  

• Fluent Hebrew and English (reading writing speaking).
  

• Experience with remote control/takeover tools.

Benefits

• Pension and study fund from day one.
  

• Private health insurance (Migdal).
  

• 800 NIS monthly meal card (Ten Bis).
  

• 500 NIS transportation allowance.
  

• 200 NIS mobile phone reimbursement.
  

  
  
  1. Years of experience in Level 1 technical support (hardware/software)
  2. Years of experience with Microsoft 365
  3. Years of experience with Windows printer configuration shared folders VPN LAN & Wi-Fi
  4. Years of experience with Active Directory and Identity Management
  5. Years of experience using ServiceNow
  6. English proficiency level (03: 0Low 3Native)
  7. Expected salary