Help Desk Technician

This is us

Kaltura’s (NYSE:KLTR) mission is to power any video experience for any organization – live, on-demand, or real-time. We not only want to make using video simpler, but we also want to better people’s lives through video. Founded in 2006, Kaltura is now a global leader in the video market with millions of people using our products daily to teach, learn, watch, connect, and collaborate. Among our customers, you’ll find more than 1000 global, well-known organizations.

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.

If you don't meet 100% of the requirements below - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day.

The Role

As a Helpdesk Technician in Kaltura, you'll be the frontline hero of IT support, tackling diverse technical challenges and enhancing user experiences daily. You'll dive into a dynamic environment where you'll diagnose and resolve issues across various platforms, collaborate with cross-functional teams, and continuously expand your tech knowledge. If you're passionate about problem-solving, thrive in fast-paced settings, and have a knack for translating complex tech concepts into user-friendly solutions, this role offers the perfect blend of hands-on experience and growth opportunities. Join us to make a real impact, turning IT headaches into seamless experiences for our users!

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

Base salary for this role is ranged from $60,000 - $70,000