Kaseya - Help Desk technician

Orlando, FL1mo ago

In Office Mid NA Support Engineer Customer Support Representative Coaching Documentation ITIL

Requirements

• Associates degree in Information Technology preferred or equivalent experience. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment. • 2 to 3 years of experience supporting End Users in office environments as a Service/Help Desk, Desktop Support Engineer or Support Center Agent 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. • Additional informationKaseya 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.

Responsibilities

• 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.