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 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 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.

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.

Help Desk Engineer :

Kaseya is a global leader in IT and security management solutions for Managed Service Providers (MSPs) and internal IT teams. With over 15 million endpoints under management, we empower IT professionals to manage, secure, and automate their environments with confidence.

We are looking for a bright and motivated Help Desk Engineer to deliver enterprise-level technical support to our internal customers. You’ll be the first point of contact for troubleshooting and resolving IT issues via phone, email, chat, and ticketing systems.

This is a high-impact role where your technical expertise and customer-first mindset will directly contribute to the productivity of our global teams.

Responsibilities

• Provide Tier 1 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot issues related to Microsoft 365, Windows OS, Exchange Admin, Google Workspace, and VPN/Wi-Fi connectivity.
• Resolve incidents and service requests using ITSM tools and follow ITIL best practices.
• Maintain accurate documentation of issues and resolutions in the help desk system.
• Escalate complex issues to appropriate teams while ensuring timely follow-up.
• Collaborate with global IT teams to support onboarding/offboarding and hardware provisioning.
  
  

• 1–3 years of experience in a Help Desk or IT Support role.
• Strong knowledge of Microsoft domain environments, Active Directory, Windows and Mac OS.
• Familiarity with ITSM tools and ticketing systems.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
• Experience supporting global teams across multiple time zones.