Kaseya
IT management and cybersecurity software
IT-HelpdeskEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“IT - Helpdesk Engineer at Kaseya. Skills: IT Helpdesk support, Microsoft 365 support, Hardware and software troubleshooting, Device management, User account management. Provide hands on technical support to users. Troubleshoot hardware incidents in computers, peripherals, and networking (LAN and WAN)”
What You'll Achieve.
Resolve issues quickly; Sharpen how the team operates; Ensure ISPs and telecom providers adhere to agreed SLAs; Restore service as quickly as possible
Industry & Context.
Troubleshoot hardware incidents; Diagnose and resolve software incidents; Restore service as quickly as possible
Work onsite 5 days a week during business hours, After hours and weekend support on an as needed basis
What They're Looking For.
Must Have
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
Nice to Have
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
What You'll Do.
Provide hands on technical support to users
Troubleshoot hardware incidents in computers
and networking (LAN and WAN)
Install and configure new hardware and software for end users
Diagnose and resolve software incidents across operating systems
and a range of business applications
Take ownership of L1 and L2 issues
Restore service as quickly as possible
and document requests in the IT service desk system
Follow up with users to confirm issues are fully resolved
How You'll Work.
Team & Collaboration
Partnering with the IT Service Desk team; Work closely with other IT engineers and service desk associates; Communicate effectively with team members and across all levels of the organization (R&D, Sales, etc.); Escalating to senior IT team members when necessary
Communication Scope
Communicate effectively with team members and across all levels of the organization
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. 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
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