Help Desk Technician

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. Extended private health (including mental) insurance
3. Personal and professional development programs
4. Occasional Cross company long weekends