Help Desk Engineer

Kaseya

is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseyas best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong double-digit growth over the past several years and is backed by Insight Venture Partners ) a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000 Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions go to and for more information on Kaseyas culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.

In this position you will be responsible for providing technical support to all users within Kaseya.

Responsibilities

Assist with day-to-day technical operation

Provide exceptional Tier 1 & 2 Helpdesk support across the enterprise

Troubleshoot and fix hardware and software issues on desktop systems phones printers and network devices

Manage new user setup ensuring successful account creation and software assignment for new hires

Manage staff terminations by removing account / software access and handling the intake of hardware that was issued to staff.

Install and configure Software and computer systems as necessary

Manage deployment of end-user workstations / laptops / headsets / IT equipment

Monitor and respond to Helpdesk Support Channels and Queues

Diagnose technical issues and carry out fixes

Adheres to established support and security procedures

Ensure successful account creation and software assignment for all new hires for your location / region

Perform remote troubleshooting through diagnostic techniques

Creates or contributes toward the development of Helpdesk knowledge articles

Protects customer / employee privacy and only accesses customer and / or employee-related information as needed to perform job duties

Occasional travel may be required

On-Call Rotation as needed

Ad hoc duties as required

Skills

Strong ability to multitask and manage time effectively in a fast-paced environment

Strong written and verbal communication skills

Strong technical troubleshooting skills

Solid knowledge of ticketing procedures

Solid knowledge of computer software configuration troubleshooting and repair

Basic knowledge of Ethernet network topology to assist with troubleshooting network issues

Basic knowledge of IT infrastructure industry standards

Solid ability to communicate and translate technical information orally and in writing to a non-technical audience

Ability to take direction work well as part of a team and work independently when needed

Ability to communicate and translate technical information orally and in writing to a non-technical audience

Strong ability to work in and promote a positive work environment

Communications / Leadership

Good oral written and interpersonal skills.

Good analytical and problem-solving skills.

Education / Technology

Bachelors degree in Computer Science Management Information Systems a related field or on-the-job experience.

Join the Kaseya growth rocket ship and see how we are #ChangingLives !

Additional information

Kaseya provides equal employment opportunity to all employees and applicants without regard to race religion age ancestry gender sex sexual orientation national origin citizenship status physical or mental disability veteran status marital status or any other characteristic protected by applicable law.

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Full Time

Experience : years

Vacancy : 1