Help Desk Technician

For more than two decades, Telestream has been at the forefront of innovation in the digital video industry, pioneering file-based video transcoding and high-quality media exchange over IP networks. Telestream provides world-class live and on-demand digital video tools and workflow solutions that allow businesses and consumers to transform video on the desktop and across the enterprise. Many of the world's most demanding media and entertainment companies such as CBS, BBC, CNN, FOX, CBC, Comcast, Direct TV, Time Warner, MTV, Discovery and Lifetime, as well as a growing number of users in a broad range of business environments, rely on Telestream products to streamline operations, reach broader audiences, and generate more revenue from their media. If you're looking for an industry leader in the high growth area of video, Telestream is for you.

Help Desk Technician

Location: Bangalore, India (Hybrid)

Hours: GMT (UK Hours)

Position Summary: In this role, you will be part of our Information Technology Group, supporting our internal users and services. You will be responsible for providing end-user support, hardware and software troubleshooting, and workstation lifecycle management.

Responsibilities:

• Technical Support: Provide technical assistance and support to end-users via phone, email, or in-person. Address user inquiries, troubleshoot hardware and software issues, and resolve technical problems promptly to minimize downtime.
• Problem Diagnosis: Diagnose and identify hardware, software, and network issues by analyzing symptoms and troubleshooting steps. Utilize diagnostic tools and methodologies to isolate and resolve problems effectively.
• Issue Resolution: Resolve technical issues related to desktops, laptops, printers, peripherals, and software applications. Escalate complex issues to senior technicians or system administrators when necessary, and follow up to ensure timely resolution.
• Software Installation and Configuration: Install, configure, and maintain software applications, operating systems, and device drivers on end-user devices.
• User Provisioning: End user provisioning and access rights management.
• Hardware Provisioning: End-user workstation provisioning and setup.

Qualifications:

• Previous experience in a technical support role or helpdesk environment.
• Proficiency in troubleshooting hardware, software, and network issues.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with ticketing systems and remote support tools.
• Ability to work independently and collaborate effectively within a team.
• Windows and MacOS end-user support experience
• IT certifications such as CompTIA A+, Network+, or Google IT Support Professional Certificate are a plus.