Jun 11, 2019

Kessel Run Helpdesk

  • Kessel Run
  • Boston, MA, USA
Full time Customer Service

Job Description

Kessel Run is currently looking for a Business and Developer Tools Technician to join our growing team in Boston, Ma. The Business and Developer Tools Team is the first point of contact for IT related questions. The primary task of this position will be to troubleshoot and resolve endpoint issues ranging from basic requests or complex issues that require immediate resolution or escalation. These duties will be performed in compliance with policy guidelines and within timeframes as defined in the team’s SLA and/or project requirements. The Business and Developer Tools Team is responsible for remotely supporting all Kessel Run developers.


Respond to requests for technical assistance over the phone or via Gitlab ticketing
Diagnose and resolve technical hardware and software issues on a range of business and developer tools.
Identify and escalate situations requiring urgent attention.
Triage and redirect issues and requests to the correct resource.
Resolve issues on first touch whenever possible.
Participate in projects when required.


Minimum of 2 years of experience in a Business and Developer Tools Team or helpdesk environment.
Basic experience of Active Directory environments is preferred.
Strong technical understanding of technology, including various hardware, software and network systems.

Key Competencies

Excellent problem solving, communication and interpersonal skills along with patience, a customer-friendly attitude and the ability to work in a team environment.
Strong attention to detail and ability to multi-task.
Strong personal integrity and has the highest ethical standards

Excellent oral and written communication skills. Problem-solving.

Stress tolerance. Someone with a strong preference to respond to stress with humor rather than complaining.