Senior IT Support Engineer

Who are we?

Tripledot Studios is one of the largest independent mobile games companies in the world.

We are a multi-award-winning organisation, with a global 2,500+ strong team across 12 studios.

Our expanded portfolio includes some of the biggest titles in mobile gaming, collectively reaching top chart positions around the world and engaging over 25 million daily active users.

Tripledot’s guiding principle is that when people love what they do, what they do will be loved by others.

We’re building a company we’re proud of. One filled with driven, incredibly smart and detail-orientated people, who LOVE making games.

Our ambition is to be the most successful games company in the world, and we’re just getting started.

Role Overview

Our Group IT team plays a key role in keeping our people productive, secure, and connected.

We’re looking for a Senior IT Support Engineer who thrives on solving complex technical challenges, delivering exceptional user support, and continuously improving how IT operates. You’ll take ownership of IT (End-user support and Infrastructure) across our Tel Aviv office and remote teams, drive operational excellence, and partner with colleagues across IT to implement scalable, secure solutions.

This is a hands-on role with plenty of autonomy, where you’ll combine technical expertise with a customer-first mindset while helping shape and improve our IT services.

Key Responsibilities

• Act as a senior point of contact for IT support and Infrastructure, providing high-quality assistance both in person and remotely.

• Troubleshoot and resolve complex hardware, software, networking, and identity-related issues across macOS and Windows environments.

• Support and administer core IT platforms including Google Workspace, OKTA, Slack, MDM solutions, and collaboration tools.

• Configure, deploy, and maintain laptops, mobile devices, peripherals, and office technology.

• Own onboarding and offboarding processes, ensuring secure and seamless user lifecycle management.

• Manage incidents, service requests, and escalations, ensuring SLAs are consistently met while maintaining excellent customer satisfaction.

• Maintain accurate IT asset inventory, lifecycle management, and hardware procurement processes.

• Identify recurring issues and proactively improve support processes, documentation, and automation opportunities.

• Collaborate with Security, Infrastructure, and Engineering teams on endpoint management, access controls, and security initiatives.

• Support office IT infrastructure, including Wi-Fi, meeting room technology, printers, VPN, and networking equipment.

• Mentor junior team members, share knowledge, and contribute to raising technical standards across the team.

• Stay up to date with emerging technologies and help drive adoption of new tools and best practices across the business.

Required Skills, Knowledge and Expertise

• 5+ years of experience in IT Support, End User Computing, or a similar technical role.

• Strong troubleshooting skills across macOS and Windows environments.

• Experience administering Google Workspace, SSO, MDM platforms (such as Kandji, Hexnode or Ninja ONE), and SaaS applications.

• Good understanding of networking fundamentals, including DNS, DHCP, VPNs, Wi-Fi, and TCP/IP troubleshooting.

• Experience managing user identity, endpoint provisioning, and access management.

• Strong customer service mindset with excellent communication and stakeholder management skills.

• A proactive approach to identifying problems, improving processes, and driving operational efficiency.

• Ability to prioritise effectively, manage multiple competing requests, and remain calm under pressure.

Nice to Have

• Experience with scripting or automation (PowerShell, Bash, Python, or similar).

• Experience with endpoint security, EDR, or device compliance solutions.

• Familiarity with cloud infrastructure (AWS or Google Cloud Platform).

• Experience supporting hybrid or global organisations across multiple offices and time zones.