Senior IT Specialist

• The Senior IT Specialist serves as the first line of support for all internal technical issues across the organization
• This role is responsible for providing timely, hands-on assistance to employees experiencing hardware, software, networking, and application-related challenges
• The specialist will manage service tickets, execute onboarding/offboarding tasks, and collaborate with cross-functional teams to ensure systems are secure, compliant, and optimized for performance
• With a strong focus on customer service, the Senior IT Specialist contributes to a reliable and efficient IT environment by anticipating problems, improving support processes, and maintaining infrastructure tools such as Okta, Intune, and Jamf
• This position is crucial in supporting business continuity and ensuring a seamless user experience across our hybrid work environment
• Troubleshoot and resolve issues related to hardware, software, network connectivity, and enterprise applications
• Triage and manage incoming IT support tickets; escalate issues when necessary to appropriate teams
• Install, configure, and maintain computers, peripherals, and software for employees
• Support employee lifecycle processes including IT onboarding and offboarding (user provisioning, hardware setup, software deployment)
• Manage user access and permissions across systems and applications, ensuring proper role-based access control
• Follow up with employees to ensure satisfactory issue resolution and maintain high levels of end-user satisfaction
• Collaborate with Security, Engineering, and Operations teams to ensure IT systems are secure, compliant, and aligned with organizational policies
• Implement and manage endpoint management tools (e.g., Intune, Jamf) to monitor and maintain device health and compliance
• Administer identity and access management tools such as Okta
• Contribute to IT documentation, process improvements, and internal knowledge base development
• Within 3 Months
• Demonstrates strong grasp of Viz.ai’s IT environment, tools (Okta, Intune, Jamf), processes, and support workflows
• Resolves day-to-day tickets independently with minimal guidance and escalates appropriately
• Delivers a smooth onboarding experience for new hires
• Builds trust with end-users through reliable, responsive, and clear communication
• Gains basic familiarity with Viz business and products
• Within 6 Months
• Independently manages a full range of support cases, including more complex or cross-functional ones
• Identifies recurring issues and proposes improvements to reduce ticket volume and improve employee experience
• Maintains consistent onboarding/offboarding processes with full ownership and accountability
• Supports meeting room tech and AV systems with minimal incidents
• Contributes updates to IT documentation and knowledge base to support team scalability
• Within 9 Months
• Serves as a go-to resource for complex troubleshooting and escalation management
• Leads or owns small IT improvement initiatives (e.g., new tool rollouts, automation projects)
• Demonstrates proactive ownership over system compliance, device health, and access hygiene
• Contributes to maintaining a high-performing, employee-friendly IT environment across Israel and the US

Benefits

• Work from home opportunities

• 4-6 years of experience in an IT/SaaS company
• Attention to detail and accountability in managing systems, documentation, and compliance
• Knowledge of cloud security best practices and infrastructure as code is a plus
• Adaptability in fast-paced environments with a proactive approach to process improvement
• Service-oriented mindset with a strong focus on user experience and issue resolution
• Ability to work independently in a global work environment, prioritize tasks, and collaborate effectively with cross-functional teams
• Skilled in troubleshooting hardware, software, and network issues across distributed environments
• Familiarity with IT onboarding/offboarding, user provisioning, and asset setup
• Hands-on experience with identity and access management (Okta) and endpoint management tools (Intune, Jamf)
• Strong knowledge of Windows and macOS systems, networking fundamentals, and SaaS applications
• If you want to be a part of an amazing team , our people are the heart of everything we do
• If you are a self-starter and naturally motivated, our work is driven by curiosity, innovation and team collaboration which allows us to leverage our skills immeasurably
• If you are looking to make an impact, we are mission-driven and are making a difference in peoples’ lives every day