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Urgent! Help Desk Engineer II Job Opening In Medellín – Now Hiring Kaseya Limited

Help Desk Engineer II



Job description

Overview

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 Kaseya.com 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

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.

  • Troubleshoot and resolve basic network connectivity issues.

  • 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 CSI (continued service improvement) and 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.

Qualifications

  • 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.

  • 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 A+, Network+.

    Certification Microsoft Certified System Administrator (MSCA), MO365 Certification, Autotask experience 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.

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    Unlock Your Help Desk Potential: Insight & Career Growth Guide


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