IT Support Specialist II

About Kaseya

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.

We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.

At Kaseya, we don't just raise the bar. We build it.

Position Summary

Kaseya is looking for an enthusiastic and technically skilled IT Helpdesk Support Specialist to provide Tier 1 and Tier 2 technical support to users across the enterprise. In this role, you will be responsible for troubleshooting hardware and software issues, supporting day-to-day technical operations, managing user access and ensuring employees receive an exceptional level of IT support.

Key Responsibilities:

• Helpdesk Support: Provide exceptional Tier 1 and Tier 2 technical support across the enterprise, responding to Helpdesk support channels, ticket queues and system alerts.
• Technical Troubleshooting: Diagnose and resolve hardware, software and operating system issues across desktops, laptops, phones, printers and network devices.
• User Onboarding: Manage new user setup, ensuring successful account creation, system access and software assignment for new hires across your location or region.
• User Offboarding: Manage employee terminations, including removing account and software access and coordinating the return of company-issued hardware.
• Remote Support: Perform remote troubleshooting using appropriate diagnostic techniques to identify and resolve technical issues.
• System Configuration: Install and configure software, applications and computer systems as required.
• Issue Resolution: Analyse and resolve hardware and software problems across the enterprise, engaging external technicians or vendors where appropriate.
• Escalation Support: Assist with internal ticket escalations and provide guidance to less experienced team members.
• Knowledge Management: Create and contribute to Helpdesk knowledge articles, supporting knowledge sharing and consistent issue resolution across the team.
• Process Improvement: Identify and suggest improvements to Helpdesk processes, workflows and technical support procedures.
• Security & Privacy: Adhere to established support, security and privacy procedures, accessing customer or employee information only where required to perform job responsibilities.
• On-Call Support: Participate in an on-call rotation as required, with occasional travel depending on business needs.
• Perform additional ad hoc duties as required.

Required Qualifications:

• 3+ Years experience providing Tier 1 and/or Tier 2 IT Helpdesk, Service Desk or Desktop Support within a professional environment.
• Solid working knowledge of Windows and macOS, including application installation, configuration and troubleshooting.
• Strong hardware and software troubleshooting skills across desktops, laptops, mobile devices, printers and other peripherals.
• Experience working with Helpdesk or ticketing systems.

Desirable:

• Strong critical-thinking and problem-solving skills with the ability to diagnose technical issues efficiently.
• Ability to multi-task and manage competing priorities within a fast-paced environment.
• Ability to communicate and translate technical information clearly to a non-technical audience, both verbally and in writing.
• Strong technical aptitude with the ability to learn and adapt to new technologies.
• Ability to work independently while contributing effectively as part of a wider team.
• Strong organisational, interpersonal and communication skills.
• Ability to take direction and maintain a positive, customer-focused approach to technical support.
• Familiarity with AI-powered support tools, intelligent agents, chatbots or workflow automation is desirable.

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.