IT Support Engineer II

We are growing and are looking for future Axonians who value personal and career growth, team - work, and winning

About Axonius:

Axonius is revolutionizing how IT and security teams gain comprehensive visibility and control over their digital assets and relationships. As the system of record for digital infrastructure, we solve complex challenges by delivering the critical context required to manage and secure devices, users, software, SaaS applications, and cloud services. By connecting to hundreds of data sources and automating key processes, we empower organizations to close security gaps and prevent incidents. 

Learn more about us and take our Product tour.

As part of our rapid growth, we are looking for a IT Support Engineer to join our team in Tel Aviv.

Our Support team is the backbone of Axonius, ensuring our employees have the tools and support they need to be successful. We are dedicated to providing exceptional technical assistance, resolving complex issues, and empowering our team to focus on their core responsibilities.

What your day will look like:

As a Support Engineer Level II, you will be a key contributor to our IT support team, providing advanced technical support and acting as an escalation point for complex issues. Your ability to analyze and resolve technical problems effectively will be essential to maintaining high levels of employee satisfaction.

Key Responsibilities:

• Provide elevated technical guidance for escalated IT incidents.
• Mentor and guide junior support engineers, nurturing their technical proficiency.
• Construct and maintain knowledge base repositories, including troubleshooting guides, for enhanced support efficiency.
• Identify and implement process enhancements to optimize support productivity.
• Independently analyze and resolve IT incidents of varying complexity levels.
• Deliver expert-level technical support for endpoint devices (Mac & Windows), applications, and advanced technologies.
• Oversee IT infrastructure management in Axonius offices, encompassing AV, desk configurations, and network administration.
• Manage employee onboarding and offboarding processes, including hardware procurement and access provisioning.
• Administer core IT systems, such as Okta and Google Workspace, to facilitate access and support requests.
• Execute endpoint hardware lifecycle management, ensuring standard images, deployment, and retirement of equipment.
• Enforce adherence to IT security policies and procedures, maintaining compliance.
• Troubleshoot software installations and configurations, ensuring optimal performance.
• Engage in a 24/7 on-call rotation, addressing urgent IT issues in a timely manner.
• Track tickets, tasks, & projects and report status to IT Leadership.

About You:

We are seeking a technically proficient and customer-oriented individual to join our IT support team. The ideal candidate possesses a strong technical foundation and has a proven ability to resolve complex issues.

Key Qualifications:

• 3+ years of IT support experience in a corporate environment, providing technical support to users across various departments.
• Technical Skills: 
• Strong technical knowledge of PC/Mac operating systems, as well as management through MS Intune and JAMF.
• General network troubleshooting and support. Assisting the IT Engineering team when necessary with updates or changes.
• Google Workspace administration, including user access, groups, and troubleshooting.
• Okta user and access administration, including user access and understanding of rule automation.
• Zoom user and room support experience.
• Proficiency in troubleshooting and problem-solving.
• Strong understanding of SaaS application provisioning, management, and functionality of enterprise-class applications. Knowledge of ITIL or similar IT service management frameworks would be a plus.
• Adept at identifying and resolving complex technical issues related to hardware, software, and network connectivity.
• Exceptional communication and interpersonal skills, capable of effectively interacting with users from diverse backgrounds and technical levels.
• Collaborate effectively with team members and other departments to ensure seamless resolution of IT issues.
• Demonstrated commitment to delivering exceptional customer service, prioritizing user satisfaction, and ensuring prompt resolution of support requests.
• Proficient in using ticketing systems Zendesk and Jira to track and manage support requests, ensuring timely resolution and efficient communication with users.
• Attendance at the office is required four days each week.

Key Relationships:

• Collaborate with support engineers to resolve escalated issues.
• Work with IT management to identify and implement process improvements.
• Interact with employees across the organization to provide technical support.
• Resolve escalated support tickets within agreed-upon SLAs.
• Contribute to the development of junior support engineers.
• Maintain a high level of customer satisfaction.

Growth is our mission: the perfect Support Engineer II is the individual who consistently exceeds expectations by resolving complex issues efficiently and effectively. This individual will be recognized for their technical expertise, problem-solving skills, and ability to mentor others.

Our Culture and Benefits:

• Axonius is committed to ensuring that each team member has a clear and attainable long-term career path. To support this, we allocate a yearly budget to every employee, enabling them to invest in their own growth and learning according to their specific needs and aspirations. 
• We understand the importance of maintaining a healthy work-life balance. That's why we provide our employees with three long weekends throughout the year, giving them the opportunity to rejuvenate, spend quality time with loved ones, and invest in their own well-being. In addition, we created a special parental leave policy which allows both primary caregiver and secondary caregiver to spend substantial time with their newborn. We’re also proud to offer extra vacation days for the following important life events: marriage, birth of a grandchild, special milestones related to your children, loss of pregnancy and bereavement.
• We see you. As part of our culture, our employees' well-being is important to us.That’s why we offer psychological support services and support services. 
• While we have physical offices in the United State, Brazil, and Tel Aviv, we embrace a flexible working culture. The majority of our employees work remotely, regardless of their location around the globe. This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.
• As a global company, we strive for excellence in everything we do. To support our employees in communicating effectively across borders, we provide English lessons as part of our commitment to their success.

Equal opportunities

At Axonius we support a diverse and inclusive workplace and believe in equal employment opportunity. We welcome people of different backgrounds, experiences, abilities and perspectives, regardless of race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.

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