Kaltura Helpdesk Technician 

United States, New York, New York 

269493424

This is us

15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say. Our team is currently 700+ people, and we’re still growing. We have offices in New York, London, Singapore, and Tel Aviv, but our technology is all in the cloud.

Kaltura has a fast-paced environment where initiative is always encouraged. Together with our hybrid work model and flexible state of mind, you get the right conditions for creative juices to flow freely. Thanks to our long line of products, cultivation of rich collaborative culture and care for each Kalturian, you’ll never run out of room to grow and evolve.

The day-to-day:

· Respond to user requests and inquiries via various communication channels (phone, email, chat, ticketing system)

· Diagnose and resolve technical issues related to computers, software, hardware, and networks

· Escalate complex or unresolved problems to senior technicians or other IT teams

· Record and update user information, issue details, and resolution steps in the ticketing system

· Prepare and maintain documentation of IT policies, procedures, and best practices

· Research and test innovative solutions and tools to improve helpdesk efficiency and quality

Ideally, we’re looking for:

· Excellent problem-solving skills with the ability to analyze and troubleshoot technical issues

· Strong customer service orientation with a friendly and professional demeanor

· Ability to thrive under pressure and meet deadlines in a fast-paced IT environment

· Passion for technology and its potential to improve lives

· Willingness to learn and adapt to new technologies and IT trends

These would also be nice:

· Previous experience in a helpdesk or IT support role.

· Familiarity with documenting IT policies, procedures, and best practices.

· Ability to handle complaints and feedback in a positive and constructive manner.

The perks:

1. Hybrid, flexible work environment
2. Zero employee premium health plan, effective from day 1, plus dental and vision benefits
3. FSA and 401K with company match
4. Mobile plan and home internet reimbursement
5. Personal and professional development programs
6. Occasional Cross company long weekends
7. An Equal Employment Opportunity Employer and an E-Verify participant