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. Kaseya’s 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 www.insightpartners.com), 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 www.Kaseya.com and for more information on Kaseya’s 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

• Bachelor's 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.