Help Desk Engineer II

Job description

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 ), 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 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.

Job Title: Help Desk Analyst – Level 2

Location: Medellin, Colombia

WHAT WE ARE LOOKING FOR:

A passionate team player who loves challenges and is technically minded.

Ideal candidates will have strong customer service experience and outstanding communication skills.

The role requires extensive knowledge of Microsoft 365, Microsoft domain environments, Windows OS, Microsoft Office, Exchange Admin, Google Suite and you must be able to demonstrate high level critical thinking/problem solving skills while quickly deepening expertise in these areas.

Must have a proficient understanding of Domain Joined End User Computing and IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphones, Tablets, Business Applications, File Structure, Connectivity, Anti-Virus protection, Active Directory (permissions, rights, policies), DNS, DHCP etc.

WHAT YOU'LL DO:

A Kaseya Help Desk Analyst should have strong and proven customer service experience.

The role will build and expand upon our professional and quality technical support service provided to end customers and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement expectations.

A successful candidate is expected to maintain an obsessive, professional, courteous, and customer-focused attitude.

You will be handling escalated technical support requests from Level 1 Agents.

Troubleshoot and resolve complex support issues in both Windows and on occasion, MacOS environments.

Troubleshoot and resolve complex peripheral connectivity and functionality issues.

Troubleshoot and resolve Microsoft 0365 End User issues.

Troubleshoot and resolve standard PC Software, Microsoft Office Updates, VPN connectivity issues, and basic connectivity failures.

You will rely on your skills and professional knowledge to respond to and diagnose incidents through discussions with users.

The role must be customer service-oriented, have a strong technical background, and be able to work well under pressure.

Skills Summary: Proven experience as a Help Desk technician or other similar customer technology support role within a domain environment.

Familiar with IT Service Management (ITSM) best practices, Microsoft domain environments, Exchange administration, MAC OS, Windows OS, and Microsoft Office, Wi-Fi and VPN connectivity, network and internet access connectivity, Google Workspace administration, and desktop peripherals management.

Strong understanding of Break-Fix, Service Requests, Incident, configuration management and processes within ITIL.

Creative problem-solving skills with a willingness to speak up and ask questions.

Knowledge of Apple operating systems, proficiency in Active Directory, Microsoft Exchange working knowledge of general IT infrastructure, Networking, and VPN basics.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Proficient level in troubleshooting Windows based environments.
  
  
• Provide level 2 technical assistance and support remotely and resolve Incidents related to computer hardware and software for end-users.
  
  
• Troubleshooting and resolving basic network connectivity troubleshooting.
  
  
• Manage escalations for distribution lists, shared mailboxes/calendars, user life cycle management, common software and application issues, and user/admin permissions.
  
  
• Answer incoming support inquiries via various channels (chat, phone, email, etc.)
• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
  
  
• Troubleshoot and resolve Microsoft Office Suite, Google Suite and common productivity applications.
  
  
• Contribute to our CSI (continued service improvement) & End User experience, help to build out helpdesk support automation initiatives inclusive of enhancing our chatbot capabilities and contributing to End User support.
  
  
• Improve, evolve, maintain, 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.
  
  

WHAT YOU'LL BRING:

• Bachelor's degree in Information Technology preferred or equivalent experience.
  
  May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
  
  
• 2-4+ years of experience in a Service/Help Desk or Support Center environment preferred.
  
  
• Driven by learning new things and the ability to thrive in an environment filled with technology.
  
  opportunity.
  
  
• Excellent written and spoken communication, motivated, and organized.
  
  
• You have a great customer-oriented attitude and are motivated, coachable, and competitive, and want a successful career in the IT space.
  
  
• Must be able to work in a fast-paced environment.
  
  
• Must pay attention to detail.
  
  
• A combination of the following is highly preferred: Microsoft Certified Endpoint Administrator (MCEA), Microsoft 365 Certified Enterprise Administrator (M365CEA), CompTIA / CompTIA A+, CompTIA Network+.
  
  Certification Microsoft Certified System Administrator (MSCA), MO365 Certification, Autotask experience is a plus or other ticketing systems.
  
  
• English Proficiency (C1).
  
  

BENEFITS:

• Competitive salary in COP (Colombian Pesos)
• Continuous training and mentoring
• Opportunity to work with an international company
• Private medical insurance

Do you meet the requirements?

We will be more than glad to have an initial conversation with you.

Just apply by fulfilling the application form, so we can promptly schedule an interview.

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.

Required Skill Profession

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