IT - Helpdesk Engineer at Kaseya

<div class="content-intro"><p><strong>About Kaseya</strong></p> <p data-start="226" data-end="568">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.</p> <p data-start="570" data-end="898">Backed by <a class="decorated-link" href="https://www.insightpartners.com?utm_source=chatgpt.com" target="_new" data-start="580" data-end="654">Insight Partners</a>, 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.</p> <p data-start="900" data-end="1191">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.</p> <p data-start="1193" data-end="1468">At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.&nbsp;</p></div><p>&nbsp;</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">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.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Duties and responsibilities</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Troubleshoot hardware incidents in computers, peripherals, and networking (LAN and WAN).</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Install and configure new hardware and software for end users.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Work closely with other IT engineers and service desk associates.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Diagnose and resolve software incidents across operating systems, Microsoft 365, and a range of business applications.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Partner with ISPs and telecom providers to ensure they adhere to agreed SLAs.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Communicate effectively with team members and across all levels of the organization (R&amp;D, Sales, etc.), escalating to senior IT team members when necessary.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Follow up with users to confirm issues are fully resolved.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Provide feedback on processes and recommend areas to improve.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Work onsite 5 days a week during business hours, with after hours and weekend support on an as needed basis.</li> </ul> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Basic qualifications</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) in an end user environment.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Hands on experience with Microsoft Intune for device management and user provisioning.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Comfortable handling daily account operations including new user setup, MFA resets, and password resets.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Hands on experience troubleshooting IT hardware (laptops, desktops, monitors, peripherals) and operating systems (Windows, macOS).</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Associate's degree, or 2+ years of IT experience in lieu of a degree.</li> </ul> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Preferred qualifications</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Bachelor's degree in Computer Science, Networking, IT, or a related field.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Active Directory experience (user and group management, hybrid identity).</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Microsoft 365 admin center experience (license management, admin tasks).</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Familiarity with security tooling (2FA/IAM platforms, malware and phishing remediation).</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Networking concepts (VoIP, routing, DHCP, DNS, TCP/IP).</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">IT related certifications (ITIL, CompTIA, Microsoft, AWS, etc.).</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Exposure to AI tools like Claude or ChatGPT in a service desk context (Kaseya is actively working in this area).</li> </ul><div class="content-conclusion"><p><strong>Additional information</strong><br><em>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.</em></p></div>