What are the responsibilities and job description for the IT - Helpdesk Engineer position at Kaseya?
About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
You'll provide hands on technical support to users across Kaseya, partnering with the IT Service Desk team to resolve issues quickly and sharpen how the team operates as the company grows.
Duties And Responsibilities
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.
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
You'll provide hands on technical support to users across Kaseya, partnering with the IT Service Desk team to resolve issues quickly and sharpen how the team operates as the company grows.
Duties And Responsibilities
- Troubleshoot hardware incidents in computers, peripherals, and networking (LAN and WAN).
- Install and configure new hardware and software for end users.
- Work closely with other IT engineers and service desk associates.
- Diagnose and resolve software incidents across operating systems, Microsoft 365, and a range of business applications.
- Partner with ISPs and telecom providers to ensure they adhere to agreed SLAs.
- Communicate effectively with team members and across all levels of the organization (R&D, Sales, etc.), escalating to senior IT team members when necessary.
- Take ownership of L1 and L2 issues, restoring service as quickly as possible while accurately recording, updating, and documenting requests in the IT service desk system.
- Follow up with users to confirm issues are fully resolved.
- Provide feedback on processes and recommend areas to improve.
- Work onsite 5 days a week during business hours, with after hours and weekend support on an as needed basis.
- Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) in an end user environment.
- Hands on experience with Microsoft Intune for device management and user provisioning.
- Comfortable handling daily account operations including new user setup, MFA resets, and password resets.
- Hands on experience troubleshooting IT hardware (laptops, desktops, monitors, peripherals) and operating systems (Windows, macOS).
- Associate's degree, or 2 years of IT experience in lieu of a degree.
- Bachelor's degree in Computer Science, Networking, IT, or a related field.
- Active Directory experience (user and group management, hybrid identity).
- Microsoft 365 admin center experience (license management, admin tasks).
- Familiarity with security tooling (2FA/IAM platforms, malware and phishing remediation).
- Networking concepts (VoIP, routing, DHCP, DNS, TCP/IP).
- IT related certifications (ITIL, CompTIA, Microsoft, AWS, etc.).
- Exposure to AI tools like Claude or ChatGPT in a service desk context (Kaseya is actively working in this area).
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.