Technical Support Expert - Level 1 - VSA (Mon - Fri, 8am - 430pm)

Company: Kaseya Limited
Location: Miami
Posted on: September 18, 2023

Job Description:

Technical Support Expert - Level 1 - VSA (Mon - Fri, 8am - 430pm)Kaseya - is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. 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, please click here: Kaseya Culture .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. -Technical Support Expert - Level 1 - VSA
WHAT WE ARE LOOKING FOR: -A -fantastic team player who loves challenges and is technically minded. This position reports to the Technical Support Supervisor. -Required Skills: SQL, Scripting / PowerShell, RMM, Network Management. CompTIA (A+, Security+, Net+) preferred.THE SCHEDULE: -Days: Monday - Friday
Shift: 8am - 5pm
This position is 100% in-office at our office in Brickell
The training for the role has a length of up to five weeks. Training takes place Monday through Friday 8:00am - 5:00pm.WHAT YOU'LL DO: -A Kaseya Customer Support Engineer should have strong and proven customer service experience. They will build and expand upon our professional and quality technical support service to all Kaseya clients and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement targets and expectations. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude always. -
-ESSENTIAL DUTIES AND RESPONSIBILITIES: -

• Perform incident triage and maintain ownership until resolved or escalated for further research.
• 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.
• Continuously train on new and upcoming Kaseya products to ensure the highest level of technical support. Assist in interdepartmental projects to ensure target deliverables are met.
• Develop a strong understanding of Kaseya customer requirements and processes.
• Work with leadership to improve skill sets and career development opportunities.
• Keep up to date with knowledge base articles and other product-related documentation.
• Manage multiple tasks in a fast-paced environment with competing priorities.
• Perform all other duties as assigned.WHAT YOU'LL BRING: -
  • Associates or Bachelor's degree in Business Administration, Information Technology preferred or equivalent experience.
  • Driven by learning new things and the ability to thrive in an environment filled with learning new technologies including virtualization, cloud computing, ZFS file systems, scripting, Linux command line and more.
  • Computer literacy skills: Strong working knowledge of Networking, operating systems, configurations, hardware and SaaS applications, Windows administration, & basic Linux skills.
  • Proactive problem-solving skills and ability to manage several tasks at once.
  • 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.YOUR REWARD: -Join the fastest growing tech company in the US. Earn a competitive compensation package that allows you to focus your attention on your passion in an exciting career in tech!Our benefits package includes:
    • 100% Health premiums covered for employees (Medical, Dental, Vision)
    • Company paid Life and disability insurance
    • HSA Account contribution up to $2,000 -
    • 401k with match -
    • Paid Holidays and generous PTO.
    • Fun and exciting work environment -If this sounds like the right career to fit your personality and interests, please apply, we're looking forward to meeting you! -Join the Kaseya growth rocket ship!Join the Kaseya growth rocket ship and see how we are #ChangingLives !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.Apply for this Job First Name Last Name Email Phone Resume/CV Choose file Choose file This position is 100% in office at our Brickell, FL location. Is this feasible for you? Are you currently authorized to work in the US What is your Desired Compensation? PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Why are you being asked to complete this form?We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .How do you know if you have a disability?A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
      • Alcohol or other substance use disorder (not currently using drugs illegally)
      • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
      • Blind or low vision
      • Cancer (past or present)
      • Cardiovascular or heart disease
      • Celiac disease
      • Cerebral palsy
      • Deaf or serious difficulty hearing
      • Diabetes
      • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
      • Epilepsy or other seizure disorder
      • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
      • Intellectual or developmental disability
      • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
      • Missing limbs or partially missing limbs
      • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
      • Nervous system condition, for example, migraine headaches, Parkinson's disease, multiple sclerosis (MS)
      • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
      • Partial or complete paralysis (any cause)
      • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
      • Short stature (dwarfism)
      • Traumatic brain injury DisabilityStatus If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. VeteranStatus Voluntary Self-Identification of Disability
        For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.As set forth in Kaseya's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. Race A B Welcome to Kaseya

Keywords: Kaseya Limited, Miami , Technical Support Expert - Level 1 - VSA (Mon - Fri, 8am - 430pm), IT / Software / Systems , Miami, Florida