Technical Service Desk Rep Level 1 Onsite Kfar Saba

10 hours ago

Kfar Saba, Central District, Israel Arad Tech Sourcing Full time ₪40,000 - ₪60,000 per year

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.

  • Bachelor's 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: 0=Low, 3=Native)?
    7. Expected salary ?

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