IT support engineer

About the Role

As a Junior IT Helpdesk Analyst you will be the first point of contact for all internal technical issues, primarily focused on:

• Incident Management:
  Respond to, log, prioritize, and resolve support requests (tickets, emails, Chat) promptly and courteously, ensuring resolution times meet agreed-upon Service Level Agreements (SLAs).
• Multi-Platform Support (Mandatory):
  Provide technical support for employee devices, including setup, configuration, and troubleshooting of both Windows 10/11 laptops/desktops and Apple macOS hardware (Mac Books Pro/Air).
• User & Account Administration:
  Perform routine administration tasks, including password resets, onboarding, termination, and access management within Active Directory, and other key business systems.
• Software Troubleshooting:
  Install, configure, and troubleshoot standard business applications, including the Microsoft 365 suite (Outlook, Word) and Google Workspace (Sheets, Slides, Docs, Meet), and other proprietary or cloud-based software.
• Hardware Diagnostics:
  Diagnose and resolve basic hardware issues related to laptops, monitors, printers, and peripheral devices (e.g., docking stations, webcams).
• Documentation & Knowledge Base:
  Accurately document all incidents, troubleshooting steps, and resolutions in the ticketing system to maintain a comprehensive knowledge base for the team and future self-service options.
• Escalation:
  Timely and clearly escalates complex or unresolved issues to the team or to 2nd Line Support or relevant specialized teams, ensuring detailed notes are provided.

• Experience:
  
  0-2 years of experience in a technical or customer service environment (internships or personal project experience considered).
• Operating Systems (Critical):
  Demonstrable ability to troubleshoot, install, and support issues specific to Microsoft Windows (10/11) and Apple macOS.
• Technical Aptitude:
  Foundational knowledge of computer hardware, software, mobile devices, and basic networking concepts (TCP/IP, DNS, DHCP).
• Customer Service:
  Exceptional verbal and written communication skills with a patient, professional, and friendly approach to dealing with users of varying technical abilities.
• Problem-Solving: A logical and analytical approach to diagnosing problems and finding effective solutions quickly.
• Bonus points if you have:
  • Familiarity with a ticketing system (e.g., Jira).
  • Experience with remote support tools (e.g., Team Viewer).
  • Basic experience managing user accounts in Active Directory.
  • Understanding of IT security principles, including phishing awareness and password hygiene.

Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success. Employment is decided on the basis of qualifications, merit, and business need.