Kaseya
IT management and cybersecurity software
HelpDeskTechnician
Neural analysis suggests this role is
optimal for Mid candidates.
“Help Desk Technician at Kaseya. Skills: technical support service, customer Service Level Agreement expectations, technical support requests, diagnoses incidents. Perform incident triage and escalate or resolve based upon incident scope.. Build ongoing relationships with customers.”
What You'll Achieve.
ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement expectations.; ensure target deliverables are met.
Industry & Context.
diagnoses incidents through discussions with users.
Must be able to work in a fast-paced environment., Must pay attention to detail.
What They're Looking For.
Must Have
Associates degree in Information Technology or equivalent experience, 2 or more years of experience in a Help Desk/Call Center environment, 2 to 3 years of experience supporting End Users in office environments as a Service/Help Desk, Desktop Support Engineer or Support Center Agent, Must be able to work in a fast-paced environment, Must pay attention to detail
Nice to Have
IT Certifications (CompTIA, Microsoft, HDI, Apple, ITIL), Driven by learning new things and the ability to thrive in an environment filled with technology opportunity
What You'll Do.
Perform incident triage and escalate or resolve based upon incident scope.
Build ongoing relationships with customers.
Answer incoming support inquiries via various channels (chat
Continuously maintain ticket backlog
recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
Assist in interdepartmental projects to ensure target deliverables are met.
Develop a understanding of Internal and customer requirements and processes.
and follow documented runbooks.
Work with leadership to improve skill sets and career development opportunities.
Keep up to date with knowledge base articles and other technical-related documentation.
Manage multiple tasks in a fast-paced environment with competing priorities.
Perform all other duties as assigned.
How You'll Work.
Team & Collaboration
Build ongoing relationships with customers.; Assist in interdepartmental projects to ensure target deliverables are met.; Work with leadership to improve skill sets and career development opportunities.
Communication Scope
Excellent written and spoken communication
Process & Methodology
Manage multiple tasks in a fast-paced environment with competing priorities.
Full Job Description
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. Position Summary Kaseya's Help Desk Engineer will build and expand upon our professional and quality technical support service provided to end customers of varying technical backgrounds and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement expectations. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude while supporting customers. You will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and professional knowledge to respond to, and diagnoses incidents through discussions with users. Key Responsibilities Perform incident triage and escalate or resolve based upon incident scope. Build ongoing relationships with customers. Answer incoming support inquiries via various channels (chat, phone, email, etc.) Continuously maintain ticket backlog, recordi
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