Global-e is the world’s leading platform in enabling and accelerating global, direct-to-consumer cross-border ecommerce. Through our comprehensive end-to-end solutions, we enable retailers and brands to achieve significant global online growth. Founded in 2013 and operating from several offices worldwide, Global-e is the chosen partner of hundreds of global retailers and brands, including Hugo Boss, Marc Jacobs, Etam, M&S, Montblanc, Forever21, Versace, Iconic and more.
As Global-e continues to expand, we are looking for a Help Desk Engineer to join our IT department. This is a key on-site role providing day-to-day IT support to users, ensuring smooth operations across the office while collaborating closely with our global Helpdesk team. As a member of our Internal IT Team, you will be responsible for all aspects of the company’s corporate network and computers, supporting +/-120 users (local and international) and some external customers.
Responsibilities
- Act as the primary point of contact for all Helpdesk support requests across our UK and EU offices.
- Manage daily IT operations including user onboarding, offboarding, and asset lifecycle management.
- Deliver first-line technical support via a ticketing system, email, Teams, and in person.
- Troubleshoot and resolve hardware, software, endpoint, and connectivity issues — including laptops, peripherals, printers, and AV equipment.
- Administer user accounts, including but not limited to access enablement, password resets, and permissions using Microsoft 365 and Azure AD (Entra ID).
- Support and maintain conference room and meeting room technology (video conferencing, displays, Teams Rooms).
- Coordinate with UK-based vendors and suppliers for hardware, repairs, and office IT infrastructure.
- Maintain accurate IT inventory and asset tracking for all London and EU office equipment.
- Collaborate with global IT, Security, and Infrastructure teams to escalate and resolve complex issues.
- Work in close daily collaboration with the central Helpdesk team in Israel, and US as the primary IT hub.
- Uphold IT processes, security policies, and SLA standards.
- Document IT procedures, known issues, and resolutions in the internal knowledge base.
- Provide occasional off-hours support during evenings as needed
Requirements
- Minimum 3 years of experience in a Helpdesk or IT Support role within a medium to large organization.
- Proven track record supporting users in an on-site, fast-paced office environment.
- Strong knowledge of Windows 10/11 and macOS; basic Linux knowledge is an advantage
- Hands-on experience with Microsoft 365, Azure AD / Entra ID, Microsoft Teams, and a ticketing system such as Jira or ServiceNow.
- Experience with endpoint management tools such as Microsoft Intune or Jamf (advantageous).
- Basic understanding of networking fundamentals (TCP/IP, DHCP, DNS, Wi-Fi troubleshooting).
- Excellent communication and interpersonal skills — able to explain technical issues clearly to non-technical users.
- Strong service orientation with a calm and professional approach, especially under pressure.
- Ability to work independently and manage priorities in a busy office environment.
- Experience writing clear technical documentation and step-by-step guides.
Global-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life.
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