IT Support Specialist



IT, Customer Service
Tel Aviv-Yafo, Israel
Posted on Tuesday, November 7, 2023

Job Description:

Join a winning, innovation-driven team that plays an important role in promoting financial inclusion and equal opportunities for all. Remitly Israel (formerly Rewire) is a leading digital financial services provider for immigrants.

At Remitly, we push forward and aim for the stars. We hire top talents and invest in promoting their career by providing opportunities, challenges, and a great work environment that places an important emphasis on work-life balance.

About the role:

As an IT Specialist at Remitly, you have the opportunity to make a huge impact in all areas of our organization by providing superb infrastructure and operational support. You'll gain high visibility to multiple functions, projects, and teams within our quickly growing company, and provide IT support to our growing team of close to 200 employees in Israel. You'll be the first point of contact for computer-related needs within the organization, including basic installs, diagnoses, repairs, maintenance, and upgrades on desktops, laptops, mobile devices, etc. You'll also troubleshoot problem areas and provide end-user assistance where required. Most importantly you will deliver a delightful technology experience to the rest of the Remitly team.

You will:

  • Build and maintain computer systems used by employees including Operating System configuration and management using Mobile Device Management tools such as Kandji and Microsoft Active Directory, including Group Policy design, documentation and testing based on user or system design specifications.

  • Recommend, Design, deploy, maintain and resolve issues with onsite computer and networking systems such as WIFI Access Points, Firewalls, Switches, Servers, Physical Access Control Systems, Printers, Patch Panels and Cabling.

  • Recommend and document procedure for automation (writing scripts in code, creating workflows, creating blueprints for new operating systems.

  • Respond to incoming Helpdesk requests, emails, instant messages in our helpdesk channel, and alerts regarding employee problems in a timely and professional manner.

  • Administer and resolve issues with associated end-user workstations (Mac, PCs, ChromeOS) including client-side patching activities.

  • Assist with facilities and inventory-related projects including equipment tracking,ordering and shipping.

  • Onboard and offboard new employees, creating Okta accounts and provisioning hardware on site.

  • Manage/administer business computer systems like Okta, G Suite, Zoom, Slack, AWS, Jira, GitHub, PagerDuty, Wiki (Confluence) including Sandbox Prototype Accounts (Okta, GSuite).

  • Clearly communicate technical information, both verbal and written, to a wide range of end-users.

  • Provide excellent support for internal customers and liaise with vendors when escalating issues as necessary.

  • Recommend and document procedure and computer system modifications or improvements.

  • Remain informed about the events, trends, and developments which affect the role, business area(s), and the financial services industry.

  • Display patience and professionalism consulting with employees having a range of computer competencies to determine hardware (Mac/PC), software (JetBrains, Zoom, etc), or system functional specifications (GSuite, Okta, AD).

  • Review and approve administrative access request

  • Exercise discretion while working with systems access and information of a sensitive nature

You Have:

  • A BS in Computer Science or equivalent professional experience.

  • Flexibility - our environment is constantly changing and successful candidates should be comfortable with some amount of ambiguity.

  • Maintain a strong empathetic partnership with the teams we support.

  • A strong sense of ownership and a "do what it takes" and "don't be afraid to fail" attitude

  • 2+ years of technical support experience.

  • A basic understanding of the principles of networking and the OSI model.

  • Reasonable understanding of DHCP, TCP/IP, and DNS.

  • Experience with macOS, iOS, Windows 10, Server 20*, and Android.

  • Strong investigative skills in a fast-paced, high-growth environment.

Nice to Haves:

  • Experience with a general scripting language (Python, Powershell, Bash, etc.).

  • Experience evaluating, selecting, and deploying new tools on a company-wide basis.

  • Experience deploying and managing A/V systems including Zoom/Google Meet software and Logitech hardware including VoIP solutions.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.