Help Desk Engineer

Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. 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 www.insightpartners.com), 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 www.Kaseya.com and for more information on Kaseya's culture, please click here: Kaseya Culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.

WHAT WE ARE LOOKING FOR:

As an IT Apple Support Help Desk Analyst, you will be responsible for providing technical support and assistance to employees within our organization who use Apple devices. You will troubleshoot hardware and software issues, configure devices, manage system updates, and ensure seamless operation of Apple products across the business environment. Your role will be pivotal in maintaining the efficiency and productivity of our business operations through reliable Apple device management and support..

Required Skills: Proven experience as a Help Desk technician or other customer support role. Tech savvy with working knowledge of Apple environments, MAC OS, line of business applications, Google Suite, and Microsoft Office with some Window OS. Creative problem-solving skills with a willingness to speak up and ask questions. Knowledge of Apple operating systems, proficiency in Active Directory, working knowledge of general IT infrastructure, Networking, Patch Management, Virtualization, and VPN basics. Internal process and procedure workflows.

This position is 100% in-office at our brand-new location in Orlando Florida. 

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 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Must have strong experience with latest technologies with Macintosh systems and computers.

• Provide timely and effective technical support to employees experiencing issues with Apple devices such as MacBooks, iPads, and other related devices.

• Diagnose and resolve hardware and software problems on Apple devices, including but not limited to connectivity issues, software glitches, and system errors.

• 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.

WHAT YOU'LL BRING:

• Associates degree in Information Technology, Business Administration 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 Apple experience in a Service/Help Desk or Support Center environment preferred.

• Experience with products such as Jamf or Casper and Centrify is highly desired.

• 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.

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.