IT Support Engineer – Tier 2

About the role

We are looking for an experienced Tier 2 IT Support Engineer to deliver advanced technical assistance to end‑users. The role involves troubleshooting hardware, software, operating systems, email platforms and conference‑room AV/VC solutions for our Yokneam office.

Key responsibilities

• Provide Tier 2 support for hardware, software and operating system issues.
• Diagnose and resolve escalated problems with desktops, laptops and peripheral devices.
• Troubleshoot and support email systems such as Outlook and Exchange.
• Configure, maintain and support conference‑room audio/video and video‑conferencing equipment.
• Assist users with installation, configuration and maintenance of IT equipment and software.
• Collaborate with Tier 1 teams and other IT groups to resolve complex incidents.
• Document incidents, solutions and procedures in the ticketing system.
• Ensure timely resolution of service requests while maintaining high customer satisfaction.

Required profile

• Minimum 2 + years of experience in Tier 2 IT support.
• Bachelor’s degree or diploma in Information Technology, Computer Science or a related field (preferred).
• Strong analytical, problem‑solving and communication skills.

Required skills

• Windows operating systems troubleshooting.
• Hardware and peripheral device support.
• Email systems support (Outlook, Exchange or similar).
• Conference‑room AV/VC system setup and support.
• Microsoft 365 administration.
• Collaboration tools such as Microsoft Teams or Zoom.
• Basic networking knowledge (TCP/IP, VPN, Wi‑Fi).
• Experience with ticketing and IT service management tools.