IT & Support Engineer

Position title: IT & Support Engineer

The support engineer is responsible for ticket handling and helping customers resolve their issues/questions/concerns, assisting with testing the OpenLM components, creating documentation and engaging in pre-sale activities.

Language: French, English, Hebrew - Fluent technical
Work Mode: Hybrid

Ticket handling, assigning, answering, and resolving the tickets in a timely manner according to the SLA.
Provide support for our customers and prospects via tickets, live chat, and live sessions.

Capturing bugs either by testing or reported by customers and acting as a liaison between customers and development.

Replicating bugs reported by customers.

Creating user stories for requests/enhancements sent by customers and act as a liaison

between customers and development.

Providing professional services to our customers.

Internal testing of newly released OpenLM components.

Helping with creating documentation on OpenLM components.

Helping the sales department with technical questions from prospects.

Delivering demo sessions to prospects together with a sales representative.

Following up as technical contact after the demo.

Deployment of OpenLM system for Trial/PoC.

Engaging with non-technical departments for technical queries.

Perform webinars for online audiences.

Performing root cause analysis(RCA) for major issues.

Providing product training to customers

General Responsibilities:
Manage day-to-day tasks related to the organizations IT systems in the following areas:

IT Infrastructure

IT Asset Management

IT Security

Company IT Software

IT Internal Support

Primary Responsibilities:
1. IT Infrastructure:

Manage and maintain computer systems, including workstations, servers, and virtual machine hosts.

Oversee information systems such as CRM, ticketing systems, storage, and collaboration tools.

Administer communication systems, including telephony, IP telephony, and messaging platforms.

Manage networking, including VPN, site-to-site connectivity, and wireless access points.

Maintain cloud infrastructure with providers such as AWS, Hetzner, and Azure.

2. IT Asset Management:

Maintain an up-to-date inventory of all IT assets, including software, hardware, and cloud services.

Ensure compliance with licensing agreements and contracts.

Support audit processes and promote asset efficiency.

Identify and implement cost-saving opportunities.

3. IT Internal Support:

Ensure timely triage and resolution of IT issues raised by employees.

Requirements
Core Requirements:
Experience and Education:

Minimum 2 years of experience as a system administrator.

Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Technical Skills:

Proficient in administering both Windows and Linux operating systems.

Strong knowledge of virtualization software, including Hyper-V and VMware ESXi.

Comprehensive understanding of TCP/IP networking, including switches, routers, firewalls, VLANs, DNS, AD, and protocols.

Hands-on experience in configuring and managing networking equipment such as MikroTik, Cisco, and D-Link devices.

Practical experience with cloud services, including AWS, Hetzner, Azure, and Azure DevOps.

Problem-Solving Skills:

Proficiency in diagnosing and resolving hardware and software issues.

Expertise in installing and configuring operating systems and applications.

Ability to troubleshoot network-related issues effectively.

Communication and Collaboration:

Strong verbal and written communication skills.

Fluent in English (speaking and writing).

Ability to collaborate effectively within a team and across departments.

Work Ethic:

Capable of working under pressure and meeting tight deadlines.

Preferred/Bonus Qualifications:
Experience administering mail servers, web servers, and databases.

Knowledge of routing protocols and IP addressing.

Familiarity with diagnosing and configuring firewalls.

Tools and Technologies in Use:
Networking Hardware: MikroTik routers and switches, Cisco devices, D-Link switches.

Cloud Services: Hetzner, AWS, Azure, Azure DevOps, etc.

Key Attributes: An ideal candidate should be proactive, detail-oriented, and capable of managing complex IT environments while ensuring compliance, efficiency, and robust support for the companys IT needs.