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, 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 strong understanding of Internal and customer requirements and processes.
• 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.

Required Qualifications

• Associates 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 to 3 years of experience supporting End Users in office environments as a Service/Help Desk, Desktop Support Engineer or Support Center Agent preferred.
• Driven by learning new things and the ability to thrive in an environment filled with technology. opportunity.
• IT Certifications (CompTIA, Microsoft, HDI, Apple, ITIL) preferred.
• 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.