IT Enterprise Systems Support Engineer

Who We Are

At Cross River were building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments cards and lending solutions we enable millions of businesses and consumers to transact seamlessly and securely.

With 900 employees worldwide and an R&D center of over 180 employees in Jerusalem were reshaping how financial technology is developed and delivered.

The Engineer IT Enterprise Systems Support is responsible for assisting and supporting approximately 200 end users in a corporate environment and as part of the Enterprise Systems Support team. The ideal candidate has a solid IT support foundation and experience across Windows 11 macOS Microsoft 365 iOS and Android platforms coupled with exceptional customer service and communication skills.

• A technically driven problem-solver with the ability to diagnose and resolve issues across a wide range of complexity levels.
• An experienced Support Engineer who delivers exceptional customer service and communicates technical concepts in a clear user-friendly manner.
• Passionate about technology continuously learning new tools systems and best practices to expand technical expertise.
• Skilled at implementing effective solutions quickly while providing guidance and knowledge-sharing to users and stakeholders.
• Thrives in fast-paced customer-focused environments where technical troubleshooting collaboration and user support are key to success.

• Serve as the first point of contact for employees seeking technical assistance via phone email chat remote support and in-person interactions delivering exceptional customer service and meeting established SLA targets.
• Troubleshoot and resolve hardware software mobile device connectivity and end-user computing issues across Windows macOS Microsoft 365 and other business-critical applications.
• Provide hands-on and remote support for laptops desktops peripherals and related technologies including installations upgrades replacements repairs configurations and deployments.
• Manage support requests through the ticketing system ensuring timely resolution accurate documentation and proactive communication with users.
• Support and troubleshoot networking cloud and endpoint technologies including Cisco Fortinet Amazon WorkSpaces Microsoft Intune Jamf SCCM and Windows Autopilot.
• Deliver operational support for conference room technology audiovisual systems telephony solutions and office security systems to ensure a seamless workplace experience.
• Lead endpoint lifecycle activities including device provisioning operating system deployments upgrades asset tracking inventory management warranty coordination and compliance initiatives.
• Create maintain and improve knowledge base articles troubleshooting guides FAQs and technical documentation to enhance self-service and team efficiency.
• Partner with cross-functional teams to research evaluate test and recommend new technologies and solutions that improve employee productivity and strengthen the IT environment.
• Support employee onboarding and day-to-day operations by provisioning equipment delivering technical onboarding identifying root causes of recurring issues implementing preventive solutions and providing executive/VIP user support when needed.

Success in This Role Looks Like

• Consistently delivering excellent customer service and maintaining positive relationships with employees at all levels of the organization including executive and VIP users.
• Resolving end-user issues efficiently while meeting or exceeding established service level expectations.
• Taking ownership of incidents requests and projects from start to finish while ensuring work is properly documented in tickets and knowledge articles.
• Demonstrating a continuous learning mindset and steadily expanding responsibilities within endpoint engineering and systems management.
• Collaborating effectively with team members across support infrastructure security and engineering functions.
• Maintaining accurate asset configuration and endpoint records while adhering to security and compliance requirements.
• Becoming a trusted technical resource who can independently manage day-to-day support activities while contributing to larger endpoint management projects.

Youll be part of a driven collaborative team that takes pride in solving challenges and delivering an exceptional experience to our customers. With access to full Keren Hishtalmut private health and dental insurance monthly wellness reimbursement volunteering opportunities and more - youll have the support you need to grow and thrive.

Hit apply! You bring your people-first mindsetwell bring the challenge

Requirements:

• 2-4 years of experience in IT support desktop support help desk or a related technical role within a fast-paced enterprise or high-tech environment.
• Fluent in Hebrew and English with experience using ticketing systems remote support tools conferencing platforms (Zoom/Teams) and a willingness to occasionally provide after-hours support when needed.
• Strong expertise supporting Windows macOS and Apple hardware with working knowledge of Linux mobile devices and endpoint troubleshooting.
• Hands-on experience with Microsoft 365 Active Directory Microsoft Entra ID (Azure AD) PowerShell and enterprise productivity tools.
• Experience administering and supporting endpoint management platforms such as Microsoft Intune Jamf SCCM Windows Autopilot and device lifecycle management processes.
• Solid understanding of networking fundamentals including VPNs MFA switches routers wireless access points Cisco Fortinet and remote connectivity technologies.
• Exceptional customer service communication and problem-solving skills with the ability to support users at all levels including executive and VIP stakeholders.
• Strong organizational analytical and project leadership abilities with a proven track record of managing priorities independently while contributing to team and cross-functional initiatives.