It helpdesk specialist — emea & us support - student position

As an IT Helpdesk Specialist, you'll join Earnix's global IT team providing first-line technical support to our EMEA (London, Paris) and US (Boston) offices, as part of our follow-the-sun (16×6) coverage model, working in rotation alongside our IT Manager and system administrators. This role's shifts fall in the afternoon/evening (Israel time) to align with our US and European business hours, and it is a primary point of contact for non-Israel-based employees — strong professional English is essential.

Weekly schedule (Israel time):

• Monday: 15:00–23:00
• Wednesday: 15:00–23:00
• Friday: 10:00–15:00

What you'll do:

• Provide Helpdesk support for our EMEA and US offices as part of the follow-the-sun rotation.
• Support and troubleshoot hardware and software issues (Windows and Mac).
• Install and configure hardware, software, and networks.
• Execute onboarding/offboarding processes for employees per established procedures.
• Manage and maintain IT inventory.
• Monitor on-premises systems and troubleshoot issues.
• Maintain and support A/V conference systems (Zoom, Teams) for company meetings across time zones.
• Perform first-line administration of Entra ID, Intune/Kandji MDM, and our corporate Azure/O365 environment via scoped helpdesk-tier roles, with time-boxed, approval-gated elevation for anything beyond that scope, per team runbook. No standing privileged admin access.

Requirements

You'll do it using:

• Fluent/near-native professional English (written and verbal) — you'll be the primary contact for EMEA and US employees, including senior stakeholders, often without a shared first language to fall back on.
• Hands-on Helpdesk experience in a domain environment.
• Experience in troubleshooting Windows and Mac technical issues.
• Good troubleshooting skills.
• Comfort working independently during evening/off-hours shifts with limited on-site backup.
• MCSA/CCNA certification – optional.

You'll excel by:

• Strong customer service focus, with effective problem-solving and communication across cultures and time zones.
• Ability to work under pressure, prioritize tasks, and meet deadlines.
• Being a team player, comfortable working independently in a fast-paced global environment.
• Strong attention to detail and accuracy in documenting support interactions.
• Operating comfortably within a defined access-control framework (least-privilege roles, logged/time-boxed elevation) rather than needing broad standing access.
• Reliable availability for the fixed weekly shift pattern above.

Position Intro

Earnix is the first AI company purpose-built for insurance decisioning, providing the industry with the intelligence, governance, and decisioning agility to drive profitable growth, improve resilience, and operate with speed and precision in a rapidly changing risk environment. A trusted provider of production-grade AI and decisioning technology, Earnix builds on more than 25 years of experience in artificial intelligence risk, pricing, rating, analytics, and decisioning. Earnix brings vertical AI into the workflows and decisions that shape insurance performance across insurers’ pricing, underwriting, claims, customer engagement, retention, and other insurers high-value insurance moments. Earnix’s AIOS enables insurers to orchestrate intelligence across the insurance decision lifecycle and drive governed, real-time decisions that deliver measurable business outcomes. Earnix is headquartered in Boston, MA and has been innovating for insurers and banks since 2001 with customers in over 35 countries across six continents and offices in the Americas, Europe, Asia Pacific, and Israel.