User Support Engineer

Come join an exciting, high-growth company where you will provide hands-on, technical, and customer-facing support while delivering first-rate customer service across the Tricentis organization! If you are a team-oriented, support-minded individual with a strong technical background, then an IT on-site support position at Tricentis might be perfect for you. In this role, you will be a resident problem-solver, providing front-line, in-person and remote support for Tricentis internal employees - primarily for our office in Tel Aviv, as well as occasionally for our office in Ra'anana. You will have the opportunity to use your expertise to identify and troubleshoot issues, investigate root causes, partake in process creation, and provide solutions to IT-related issues. Come be a part of the Global End User Support team!

Job Description
- The IT User Support Specialist will be part of a global End User Support (EUS) team that provides first-rate customer service while performing ticket-based support to Windows and Mac users.

- Using your troubleshooting and technical skills the IT User Support Specialist is expected to work in a hybrid fashion with 4 days a week being on-site at the local Tricentis office.

- EUS Team members document all work through the ITSM ticketing tool (ie. Requests, Incidents, Changes, Asset Management).

- End User Support team members are required to be detailed-oriented, process-driven and accountable for their areas of responsibility. 

- EUS Team members operate as the “smart hands” of all IT solutions inside their local Tricentis office and are responsible for engaging the proper IT Teams to ensure the support of said solutions.

- Management of IT hardware inventory (laptops, monitors, and IT-sanctioned peripherals) through InTune, JAMF and ServiceNow; onboarding and offboarding of Tricentis team members; support of AV solutions and proper ticket management/ownership all fall under the responsibility of the End User Support team.

Essential Requirements
- Bachelor's degree or equivalent combination of additional experience and education (High school diploma or equivalent required)

- Fluent Hebrew and English Speaker

- Excellent interpersonal skills

- Exceptional customer service orientation and great sense of urgency

- Must have demonstrated analytical and problem-solving skills.

- Ability to effectively prioritize and execute tasks in a dynamic and demanding environment.

Experience to include:

- Minimum 4 years’ experience in an On-Site End-User/Desktop Support Role
- Excellent skills in customer service, teamwork, documentation and communication (verbal and written)

- Excellent understanding of the fundamentals of desktop administration

- Excellent knowledge of Windows and Mac Operating Systems

- Excellent troubleshooting skills

- Strong knowledge of Asset Management concepts (asset deployment, asset retrieval, disposal, inventory management)

- Understanding of Network Administration, Active Directory, O365, Vulnerability Patching, IT-Security Tools
- Use of InTune and JAMF to Install and configure both hardware and desktop apps/software
- Performing analytical and technical tasks on PC systems and MacBooks
- Has experience with process development/improvement/installation

- Understanding of ITIL fundamentals (incident, request, problem, change)
- Ability to lift up-to about 18-20kg

Desirable Requirements

- A+ Certification desired
- ServiceNow experience
- Jamf experience desired
- Intune experience desired

Tricentis Core Values:

Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.

Demonstrate Self-Awareness: Own your strengths and limitations.

Finish What We Start: Do what we say we are going to do.

Move Fast: Create momentum and efficiency.

Run Towards Change: Challenge the status quo.

Serve Our Customers & Communities: Create a positive experience with each interaction.

Solve Problems Together: We win or lose as one team.

Think Big & Believe: Set extraordinary goals and believe you can achieve them.

About Tricentis:

Tricentis is a software company officially founded in 2007, with primary focus on software quality assurance. Whether exploratory or automated, functional or performance, API or UI, as well as mainframes or custom applications or packaged applications, or cloud-native applications - our comprehensive suite of specialized Continuous Testing tools makes DevOps real by giving our clients the confidence to release on demand.