Help Desk

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.

Requirements:

The role:

We are seeking a skilled Helpdesk Technician to join our IT Operations team as a replacement for our departing senior helpdesk team member. This role is critical to maintaining seamless IT support across the organization and will serve as the primary point of contact for technical issues affecting our global workforce.

The ideal candidate will bring strong technical expertise, excellent customer service skills, and the ability to work independently while collaborating with cross-functional teams including IT Operations, Security, HR, Facilities, and R&D.

Key Responsibilities

Technical Support & Troubleshooting

Serve as first point of contact for IT support via phone, email, chat, and ticketing systems
Diagnose and resolve hardware, software, network, and application issues in a timely manner
Provide expert support for both Windows and macOS environments, including hardware troubleshooting
Escalate complex issues to appropriate IT teams while maintaining ownership through resolution

Employee Lifecycle Management

Manage end-to-end onboarding: device setup, account provisioning, and access management
Execute offboarding procedures including device collection, account deactivation, and access revocation
Coordinate with HR and department managers to ensure smooth transitions

Device & Identity Management

Administer company devices using Microsoft Intune (MDM), ensuring compliance and security policies
Manage device lifecycle from procurement through retirement
Handle user identity and access management through Okta and Active Directory
Maintain accurate IT asset inventory and tracking

Office Technology & Event Support

Provide onsite support for office technologies including Crestron conference rooms, printers, and AV equipment
Support internal company events ensuring all technical components function smoothly
Troubleshoot and maintain conference room equipment and collaboration tools

Documentation & Continuous Improvement

Create and maintain IT documentation, procedures, and knowledge base articles
Identify opportunities to improve helpdesk workflows and self-service capabilities
Document recurring issues and contribute to preventive solutions



Ideally, we’re looking for:

2+ years of experience providing hands-on technical support in a corporate IT environment
Strong expertise supporting both Windows and macOS platforms
Proven troubleshooting abilities across hardware, software, and network issues
Experience with Mobile Device Management (MDM) tools, preferably Microsoft Intune
Familiarity with identity and access management platforms such as Okta and Active Directory
Excellent customer service skills with the ability to communicate technical concepts to non-technical users
Ability to work effectively in a fast-paced, dynamic environment
Strong organizational skills and attention to detail
Team player with ability to collaborate across departments
Experience supporting company digital events such as all-hands meetings, town halls, and large-scale company gatherings

Preferred Qualifications

Experience supporting corporate events (AV systems, streaming equipment, conference technology)
Hands-on experience with Crestron or similar office digital equipment
Track record of improving helpdesk workflows, documentation, or implementing self-service solutions
Experience in a SaaS or technology company environment
Relevant IT certifications (CompTIA A+, Microsoft 365, ITIL, etc.)

The perks:

Hybrid, flexible work environment
Extended private health (including mental) insurance
Personal and professional development programs
Occasional Cross company long weekends