Senior Help Desk Engineer

<p>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 <a href="https://www.insightpartners.com/">www.insightpartners.com</a>), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.</p> <p>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 <a href="https://www.kaseya.com/">www.Kaseya.com</a> and for more information on Kaseya’s culture, please click here: <a href="https://www.youtube.com/watch?v=Gn1_i29006s&amp;t=25s">Kaseya Culture</a>.</p> <p>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. </p><p><strong><span>Senior Help Desk Engineer</span></strong></p> <p><strong><span>Full-Time Position</span></strong><span> - In- Office - Dundalk, Ireland </span></p> <p><span>Are you ready to make an impact?</span><span> </span></p> <p><strong>WHAT WE ARE LOOKING FOR:</strong></p> <p>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 extensive knowledge of Microsoft 365, 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. Must have a proficient understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.</p> <p><strong>Required Skills: </strong>Proven experience as a Help Desk technician or other customer support role. Familiar with IT Service Management (ITSM) best practices, Microsoft domain environments, Windows OS, and Microsoft Office, Wi-Fi and VPN connectivity, network and internet access connectivity, Google Workspace administration, and desktop peripherals. Strong understanding of Break-Fix, Service Requests, IMAC, Incident, configuration management and processes within ITIL. 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, and VPN basics.</p> <p><strong>WHAT YOU’LL DO: </strong></p> <p>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.</p> <p>You will be handling escalated technical support requests from Level 1 Agents. Troubleshoot and resolve complex support issues in both Windows and MacOS environments. Troubleshoot and resolve complex peripheral connectivity and functionality issues. Troubleshoot and resolve Microsoft 0365 End User issues. Troubleshoot and resolve standard PC Software, Microsoft Office Updates, VPN connectivity issues, and basic connectivity failures. You will rely on your skills and professional knowledge to respond to and diagnose incidents through discussions with users. The role must be customer service-oriented, have a strong technical background, and be able to work well under pressure.</p> <p><strong> </strong></p> <p><strong>ESSENTIAL DUTIES AND RESPONSIBILITIES:</strong></p> <ul> <li>Proficient level in troubleshooting Windows based environments.</li> <li>Proficient level in troubleshooting MacOS environment.</li> <li>Provide level 2 technical assistance and support remotely and resolve Incidents related to computer hardware and software for end-users.</li> <li>Troubleshooting and resolving basic network connectivity troubleshooting.</li> <li>Manage escalations for distribution lists, shared mailboxes/calendars, user life cycle management, common software and application issues, and user/admin permissions.</li> <li>Answer incomin