Who we are: 

CyberArk (NASDAQ: CYBR), the global leader in Identity Security, Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets.

What will you do:

As the IT Support and Technician Team Leader, you will be responsible for a global Field Support technicians located in various locations as USA, Israel, EMEA and APAC, the team maintain and provide hardware support of computer systems and networks for the company’s employees, solving technical IT and applications problems which required hands on field either over the phone or in person. 
You and your team will be responsible for workstations equipment and conference rooms in all CyberArk branches -asset management, storage, installations, shipping and maintenance. 
The ideal candidate will have to demonstrate on top of a high professional level; a strong communication, collaboration and customer service skills, excellent organizational skills, ability to work on multiple tasks at the same time. 

• Manage the team support processes and tasks to meet the required service level and service quality. 

• Manage Field Support technicians and ensure the team on going knowledge and skills to meet required performances.  
• Monitoring, maintaining, troubleshooting computer systems and networks problems, including if required working with 3rd party vendors for that purpose. 
• Install and set up laptops, printers, operating systems, Communication rooms, applications and manage conference room. 
• Supporting the roll-out and deployment of new applications and hardware 
• Ensure that IT physical inventory and SW inventory levels are always current in the IT inventory systems, documented and monitored. 

• Continuously working to improve service processes and SLA (Service Level Agreements) to improve service KPIs, deploy continuous productivity improvement processes and establish best practices throughout the entire technical support process.  
• Manage critical technical escalations. 
• Establishing and maintaining strong relationships across the IT teams and with CyberArk employees. 

What you need to succeed:

• At least 2 years of a proven experience as a global IT team leader – a must 
• At least 2 years’ experience as an IT support engineer  
• Proven experience troubleshooting hardware  
• Strong knowledge with iOS and Windows operating system 

• A proven experience in Active directory, Printers, Personal computing, and computers imaging according to specification using SCCM/JAMF/MDM.  
• Familiar with endpoint security products (AV, EDR etc.). 
• Must have good understanding of the “service business” and service KPI’s  

• Excellent communication, teamwork skills and customer service orientation 

• Excellent ability to multitask across multiple projects and prioritize in fast paced environment 
• Excellent written and verbal communication in English 
• Able to work with a global and distributed team in flexible hours 
• A problem solver with a desire and passion to learn to always be on top professional challenges 
• Full time on-site presence 

• Travel 1-2 time a year 

To learn more about CyberArk, visit https://www.cyberark.com, read the CyberArk blogs or follow on Twitter via @CyberArk, LinkedIn or Facebook.