Helpdesk Engineer

About the Company

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Backed by Insight Partners, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Responsibilities

• Troubleshoot hardware incidents in computers, peripherals, and networking (LAN and WAN)
• Install and configure new hardware and software for end users
• Diagnose and resolve software incidents across operating systems, Microsoft 365, and business applications
• Partner with ISPs and telecom providers to ensure SLA adherence
• Take ownership of L1 and L2 issues and document requests in the IT service desk system
• Provide feedback on processes and recommend areas for improvement
• Work onsite 5 days a week with occasional after-hours or weekend support

Requirements

• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Hands-on experience with Microsoft Intune for device management
• Experience handling account operations including MFA and password resets
• Proficiency troubleshooting IT hardware and Windows/macOS operating systems
• Associate's degree or 2+ years of IT experience

Preferred Qualifications

• Bachelor's degree in Computer Science, Networking, or IT
• Active Directory experience
• Microsoft 365 admin center experience
• Familiarity with security tooling (2FA/IAM, malware remediation)
• Knowledge of networking concepts (VoIP, routing, DHCP, DNS, TCP/IP)
• IT certifications such as ITIL, CompTIA, Microsoft, or AWS
• Exposure to AI tools like Claude or ChatGPT in a service desk context