IT Support Services Analyst

EX LIBRIS– Who are we?Ex Libris, Part of Clarivate,  is a global EdTech (Education Technology) industry, leader. We serve some of the most prestigious academic institutions and research Universities around the world, with a total of over 7,500 customers in 90 countries.Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success. For more information about Ex Libris, see our website, and join us on Facebook, YouTube, LinkedIn, and Twitter. We are looking for an IT Support Services Analyst to join our TEAM in Jerusalem. This is an amazing opportunity to work with the IT Support Services Team.  The team consists of several 7 people, 2 of them are in Israel, and report to the Senior Manager, of IT Support. About You – experience, education, skills, and accomplishments  ITIL Foundation CertifiedStrong knowledge of Windows/Mac Operating SystemsFamiliarity with corporate applications such as SSO, collaboration, cloud, Office 2010 to 2016, Office 365, Multifactor Authentication, VDI, etc.Experience in troubleshooting (Desktop and Laptops, Telephony, i.e., Cisco, and Mobile Device Management technology, Printers, Supporting various technologies (Email, i5/OS emulators (AS400), Active Directory User management))Understanding of Cloud Technologies (like AWS, Azure, Google Cloud, and Open stack) Tech stack  Understanding of networking concepts like DNS, DHCP, and TCP/IP protocolsAble to work effectively under deadlines in a fast-paced and changing environment in supporting roles while delivering exceptional service.Excellent communication, teamwork, and customer service skillsEducation (Bachelor's degree in computer science, mechanical engineering, or related degree or at least 4 years of equivalent relevant experience) Excellent communications skills in English & other regional languages.It would be great if you also had . . .  Microsoft Certified Technology Specialist will be an added advantage.ITIL Foundation CertifiedThorough understanding of how Incident Management interfaces with other ITIL processes and the value it can deliver.Able to work effectively under deadlines in a fast-paced and changing environment in supporting roles while delivering exceptional service.International experience (CEMEA)What will you be doing in this role? Provide technical support to onsite and remote colleagues on IT-related issues and accurately record all diagnostics, communications, and resolutions in the service management toolset professionally within the SLA.Aim for First Contact Resolution on all incidents and requests and confirm incident resolution with the end-user before marking an incident as resolved.Draft articles for publishing in the knowledge base.Share knowledge & collaborate with other team members often.IT inventory management, equipment procurement, CMDB management.Assist with project implementation across business units.Must be able to respond to security threats in the environment and assist with any remediation.About the TeamUK&CEMEA IT Support Services, composed of 20 agents, is spread across Europe and a branch of 3 agents has based in the Jerusalem Office. We act as a 2nd Level support team, but 1st level when it comes to physical work stoppage faced by users in that office. We are responsible and accountable for the delivery of services and policies designed by Leadership, Desktop Engineering, and Infrastructure teams regularly.Hours of Work / More important information for you:Our base is in the Jerusalem, Israel office, working in a hybrid model.This is a full-time position.Why Ex-Libris?At Ex Libris, we value our employees and are striving to create the perfect balance between work and home life. Join us to be part of a family-like environment; enjoy our unique culture and benefits. Be part of a thriving, productive community helping change the future of higher education with the state-of-the-art technology from Ex Libris.At Ex Libris, we work hard and have fun doing it!At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.