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 across our Yokneam and Tel Aviv offices. The role involves troubleshooting hardware, software, operating systems, email platforms and conference‑room AV/VC solutions while maintaining high customer satisfaction.

Key responsibilities

• Provide Tier 2 technical support for hardware, software and operating‑system issues.
• Diagnose and resolve escalated desktop, laptop and peripheral problems.
• Troubleshoot and support email systems such as Outlook and Exchange.
• Configure, maintain and support conference‑room audio/video and video‑conferencing (AV/VC) systems.
• Assist users with installation, configuration and maintenance of IT equipment and software.
• Collaborate with Tier 1 teams and other IT groups to resolve complex issues.
• Document incidents, solutions and procedures in the ticketing system.
• Ensure timely resolution of service requests while preserving 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 and problem‑solving abilities.
• Excellent communication and customer‑service skills.

Required skills

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