The Role:

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.

Responsibilities:

• 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.

Qualifications:

• 4-6 years of experience in an IT/SaaS company
• Strong knowledge of Windows and macOS systems, networking fundamentals, and SaaS applications.
• Hands-on experience with identity and access management (Okta) and endpoint management tools (Intune, Jamf).
• Skilled in troubleshooting hardware, software, and network issues across distributed environments.
• Familiarity with IT onboarding/offboarding, user provisioning, and asset setup.
• Ability to work independently in a global work environment, prioritize tasks, and collaborate effectively with cross-functional teams.
• Service-oriented mindset with a strong focus on user experience and issue resolution.
• Adaptability in fast-paced environments with a proactive approach to process improvement.
• Attention to detail and accountability in managing systems, documentation, and compliance.
• Knowledge of cloud security best practices and infrastructure as code is a plus.

What success looks like:

• 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.

We are a remote-first company across the U.S. and EU, with a team in Tel Aviv operating in a flexible hybrid model, conveniently located near a train line.

Viz.ai is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided.

In the U.S., Viz offers competitive benefits, including medical, dental, vision, 401(k), generous vacation, and additional benefits to full-time employees.

Employees in Israel are offered a comprehensive benefits package, including, among others: dental insurance, performance-based bonuses, a Cibus meal allowance, meals at the office, and more.

If you're applying for a position in San Francisco, please review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

#LI: GH1

#LI: remote