Helpdesk Engineer

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, Forever 21, 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 

• 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.