Customer Support Analyst

World Vision JWG is seeking a:

Customer Support Analyst  (IT)

Location: Jerusalem
Full - Time
Deadline for application: 17 March 2017

Purpose of Position:

Individuals in the Customer Support Analyst II role are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead.

Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices.  In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.  

Education & Experience required:

-Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
-Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.
-Typically requires 5 years of relevant technical and business work experience.
-Willingness and ability to travel domestically and internationally, as necessary.
-Effective in written and verbal communication in English.


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