Role Description We are seeking a reliable and customer-focused IT Service Desk Specialist to provide first-level technical support and ensure seamless IT operations for end users. This role is responsible for troubleshooting hardware and software issues, resolving service requests, and maintaining a high standard of customer service in a remote work environment. The ideal candidate has strong problem-solving skills, technical aptitude, and a passion for helping users. - Serve as the first point of contact for IT support requests via phone, email, or ticketing systems. - Diagnose and resolve hardware, software, and network issues in a timely manner. - Manage and prioritize incoming tickets, ensuring adherence to service-level agreements (SLAs). - Provide support for operating systems, applications, and remote access tools. - Escalate complex technical issues to higher-level support teams when necessary. - Document incidents, resolutions, and processes accurately in the ticketing system. - Assist with user account management, including password resets and access provisioning. - Support onboarding and offboarding of employees by configuring systems and equipment. - Maintain knowledge base articles and contribute to process improvements. - Ensure compliance with IT security policies and best practices. Qualifications - Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). - 1–4+ years of experience in IT support, help desk, or service desk roles. - Strong knowledge of Windows/macOS environments and common business applications. - Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management). - Basic understanding of networking concepts (TCP/IP, VPNs, DNS, DHCP). - Excellent troubleshooting and problem-solving skills. - Strong communication and interpersonal abilities. - Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus. - Ability to work independently in a remote and fast-paced environment. Core Competencies - Technical Troubleshooting - Customer Service Excellence - Time Management & Prioritization - Attention to Detail - Communication Skills - Adaptability in Remote Work Environments Benefits - Flexible remote work environment - Competitive hourly compensation - Opportunities for certification and career advancement - Supportive and collaborative team culture - Access to modern IT tools and systems

Our mission is to transform how people and machines work together to push the boundaries of human productivity. A leader in Industrial AI, Augury helps the world’s manufacturers leverage real-time production insights to drive new levels of efficiency. Combining predictive and prescriptive AI technology with industry expertise, production teams can proactively address alerts, minimize downtime, reduce asset costs, and maximize yield and capacity. Our customers achieve payback in six months or less, enabling global scale. We're looking for team members excited to partner with the world's manufacturers and build the future of production together. You are a highly motivated IT Support Technician with strong learning agility and a genuine desire to grow in the IT field to join our global IT team. You will serve as the first point of contact for IT support in our Haifa office while also supporting remote employees across the US, Europe, and India. This is a hands-on position focused on user support, troubleshooting, hardware logistics, and ensuring seamless day-to-day IT operations. You will report directly to the IT Team Lead and gain exposure to modern SaaS environments, global IT operations, and enterprise support practices while building a strong technical foundation. A Day in Your Life - User Support & Troubleshooting- Provide first-line technical support for employees in the Haifa office and globally. Troubleshoot issues across Windows, macOS, and Linux environments, as well as common business applications and SaaS tools. - Onboarding & Offboarding- Manage the full IT lifecycle for employees, including account provisioning, hardware setup for new hires, and secure offboarding with access revocation and asset collection. - SaaS Administration Support- Assist in managing and provisioning access to core platforms such as Google Workspace, Slack, Zoom, and Monday.com. - IT Asset Management- Oversee IT inventory at the Haifa site, including receiving equipment from vendors, preparing laptops and workstations, and ensuring employees are fully equipped for success. - Office & Infrastructure Support- Support daily IT operations in the office, including workstation setup, Wi-Fi and network troubleshooting, and basic audio/visual (A/V) support for meeting rooms. - Global Remote Support- Provide responsive remote IT support to employees across multiple regions using remote support tools, ensuring a smooth and reliable experience for distributed teams. - On-Site Presence- This role is 100% on-site in our Haifa office, with occasional travel to our Ramat Gan hub (near Savidor Central station) as needed. What You Bring - Strong technical foundation (e.g., IT courses, certifications, military technical service, or self-driven projects). Prior helpdesk/IT support experience is a plus but not required. - Strong troubleshooting skills and comfort working in both macOS and Windows environments. - Excellent customer service mindset, patient, clear, and solution-oriented communication. - Fluent English (written and spoken), required for daily communication with global teams. - Highly organized, reliable, and capable of working independently and collaboratively. - Willingness to work full-time on-site in Haifa. Nice to Have - Exposure to Linux environments. - Familiarity with SaaS tools such as Google Workspace, Slack, and Zoom. - Experience with identity and access management tools (e.g., JumpCloud). - Basic understanding of networking concepts and Wi-Fi troubleshooting. Augury is a people-first organization. We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and we welcome those from all backgrounds and varying experiences. We are committed to providing employees with a work environment free of discrimination and harassment. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees. Augury is a proud equal opportunity employer, we strive to create a work environment in which everyone, all applicants, employees, customers, guests, and vendors feel safe and comfortable. We commit to maintain a workplace that is free of any type of harassment and does not tolerate anyone intimidating, humiliating, or hurting others. We prohibit willful discrimination based on age, gender, ethnicity, race, color, religion, political opinions, sexual orientation, sexual identity or expression, military or veteran status, disability or any other characteristic protected by law.

Title: IT End User Support Specialist , Deal Support CoE L2C EU/AS Location: Prague 5, CZ, 158 00 Department: Information Technology Job Description: We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. What you'll build: As an IT End User Support Specialist for Deal Support CoE L2C EU/AS, you help our customer-facing roles (e.g. sales team) to be more productive. This allows them to focus on their customer first, simplifying the buying experience with SAP. In your role, you bring reliable, qualitative, and professional assistance to both transactional and business-related questions. You will learn about and support various business applications, processes, and deal motions – and therefore gain a deep understanding of how sales operate in a Cloud company. This specific role will focus on supporting Cloud, On Premise, Services Sales, and future deal motions and processes, therefore securing our current business and engaging in the transition to new. Core Tasks: - Handling end-user inquiries – detecting the problem, troubleshooting, dispatching, and closing the issue. - Maintaining awareness of trending issues and engaging with the appropriate stakeholders to mitigate escalations. - Working in a multi-channel environment where support is provided via chat, call-out, and ticketing. You may engage in simple exchanges or more complex consultations based on your growing levels of expertise - Exchanging best practices and following standard execution models to help our team be most efficient. - Participating in, contributing to, or hosting learning and networking activities to consistently grow know-how and collaboration. - Testing new features in the system and giving feedback. - You may contribute with input and/or take the lead of scope-related or process-related projects. - A take-charge mindset and the ambition to lead a project or a team are a plus. What you bring: The right candidate is curious and solution oriented. They are fast learners and easily communicate and connect with people within and beyond the team, virtually and/or in person. In addition, you will bring: - A customer-service attitude: polite, helpful, quality-oriented, and empathetic. - Analytical skills/Inquisitive mindset: asks the right questions. - Multitasking/ prioritization skills. - Strong English communication skills. - Confidence in navigating challenging situations and finding solutions. - The ability to work both independently and within a team. - A bachelor´s degree and/or equivalent work experience. Where you belong: The BASE Team is the liaison between customer-facing roles and their daily applications, sales processes, and technical development. We specialize in bringing high quality, user-oriented support to make complex situations simple and connect the dots for a smoother end-to-end experience. This includes training and informing our users along each step of the way. The team is spread across the world with three main hubs in Prague, Manila, and Buenos Aires. Our team members are motivated and committed to collaborate and partner for success, aspiring to be a best-in-class support unit. #LI-IK1 Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best. We win with inclusion SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world. SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com. For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. Successful candidates might be required to undergo a background verification with an external vendor. AI Usage in the Recruitment Process For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process. Requisition ID: 453651 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Role Description We are looking for a Level I Help Desk Technician to join our IT team and serve as the first point of contact for our employees across all locations. This is a hands-on role supporting a modern, cloud-first environment built on Microsoft 365, Intune, and Jira. - Serve as the first point of contact for employees seeking technical assistance over the phone, by email, and in person. - Perform remote troubleshooting through diagnostic techniques and relevant questions to determine the best solution based on the issue and details provided. - Walk employees through the problem-solving process and escalate unresolved issues to the next level of support. - Record, track, and update tickets, resolutions, and IT assets in Jira. - Administer Microsoft 365 user accounts, including account creation, password resets, license assignment, and group administration. - Administer Exchange Online objects, including distribution lists and shared mailboxes. - Enroll, configure, and manage iOS, macOS, and Windows devices through Intune MDM. - Create and manage QuickBooks user accounts. - Provision and support DialPad VOIP users, devices, and call routing. - Prepare equipment (PCs, phones, tablets, printers) for use by new and current employees, and track all IT assets in Jira. - Troubleshoot PC, iOS, and printer hardware, as well as operating system and software issues. - Pass on feedback and suggestions from employees to the appropriate internal team, and identify opportunities to improve procedures. - Participate in an on-call rotation, including nights and weekends, to provide 24-hour support. - Travel occasionally to Rolfson Oil yards and facilities as assigned. - Other duties and projects as assigned. Qualifications - A+ certification or equivalent hands-on experience. - Hands-on experience administering Microsoft 365 (account creation, password resets, group management, license assignment). - Hands-on experience administering Exchange (distribution lists and shared mailboxes). - Strong operating system, hardware (PC, iOS, and printer), and software troubleshooting skills. - Clear written and verbal communication skills. - Strong problem-solving skills and a demonstrated ability to learn new tools quickly. - Detail-oriented with the ability to multitask and prioritize appropriately. - Customer-oriented and even-tempered under pressure. - Ability to lift up to 50 lbs. - Willingness to travel occasionally to remote yards and facilities. - Willingness to participate in a nights/weekends on-call rotation. Preferred Experience - Intune MDM for iOS, macOS, and Windows device management. - Jira (or a comparable ITSM/ticketing and asset management platform such as ServiceNow, Freshservice, or Zendesk). - QuickBooks user administration. - DialPad (or a comparable cloud VOIP platform such as RingCentral, Zoom Phone, or 8x8). - Remote desktop and remote support tools. - Basic networking and structured cabling. - Android device support. Benefits - Medical, Dental, and Vision health insurance elections. - Basic Life Insurance, Long Term Disability Insurance, and AD&D Insurance provided at no cost. - Supplemental Life Insurance, Short Term Disability Insurance, and Accident Insurance elections. - 401(k). - Weekly Pay. - 24/7 office support.