Help Desk Engineer Job at Kaseya Careers, Orlando, FL

  • Kaseya Careers
  • Orlando, FL

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. 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, 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.


A passionate team player who loves challenges and is technically minded. Ideal candidates will have strong customer service experience and excellent communication skills. The role will also have a working knowledge of Microsoft domain environments, Windows OS, Microsoft Office, and be able to demonstrate high level critical thinking/problem solving skills while quickly deepening expertise in these areas.

Required Skills: Proven experience as a Help Desk technician or other customer support role. Tech savvy with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic Networking Fundamentals, Exchange Admin, and Microsoft Office. Must have creative problem-solving skills with a willingness to speak up and ask questions. Must be proficient 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.

Shift is Mon-Fri 7 am to 3.30 pm


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.

  • 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.
  • 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.
  • 1 to 2 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.
  • 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.

Job Tags

Worldwide, Shift work,

Similar Jobs

General Dynamics Mission Systems

Network Engineer - HOH Fellows & DoD SkillBridge Applicants Only Job at General Dynamics Mission Systems

 ...DoD SkillBridge Program prior to start of internship. If youre looking for a chance to...  ...Linux Certifications, CompTIA Security, Network, CCNA, MCSA, MC SE, Linux Meets DoD SkillBridge...  ...defense platforms even smarter. Our engineers redefine whats possible and our manufacturing... 

Northwell Health | GoHealth Urgent Care

Pediatric Urgent Care Physician Job at Northwell Health | GoHealth Urgent Care

 ...Description Position at Northwell Health GoHealth Urgent Care We have an opening for Pediatric Physicians to work in our Pediatric Urgent Care centers on a Full-time bases. Locations include: East Northport, Hewlett and Lake Success At GoHealth... 

Tutor Me Education

Online Tutor Job at Tutor Me Education

 ...Job Description Job Description Tutor Me Education is reshaping how students learn. We are looking for tutors and teachers provide 1:1 or group instruction to students all across the country! Here are the details: Virtual instruction from your home computer,... 

LA Valley Recovery

CNA (Graveyard shift) Job at LA Valley Recovery

LA Valley Recovery is looking for an Overnight CNA to add to our team. We specialize in treating clients suffering from addiction as they withdraw from their substance use, and transition to Residential programming. We are a 6 bed inpatient facility with 24/7 staff. ... Services LLC

Manager, Vendor Management, Toys & Entertainment Job at Services LLC

 ...DESCRIPTION The Amazon Toys & Entertainment team is seeking a highly motivated, strategic thinker with a passion for people leadership. Our mission is to be the preferred destination for customers shopping for parents, gift givers and fans of entertainment properties...