Help Desk Engineer II

Help Desk Engineer II
Full-Time Position - In
- Office

Are you ready to make an impact?

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, 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.

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.

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.

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 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.

• Proficient level in troubleshooting Windows based environments.
• Proficient level in troubleshooting MacOS environment.
• Provide level 2 technical assistance and support remotely and resolve Incidents related to computer hardware and software for end-users.
• Troubleshooting and resolving basic network connectivity troubleshooting.
• Manage escalations for distribution lists, shared mailboxes/calendars, user life cycle management, common software and application issues, and user/admin permissions.
• 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.
• Troubleshoot and resolve Microsoft Office Suite, Google Suite and common productivity applications.
• Contribute to our CSI (continued service improvement) & End User experience, help to build out helpdesk support automation initiatives inclusive of enhancing our chatbot capabilities and contributing to End User support.
• 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.

• Associates or Bachelor's degree in Information Technology, Business Administration preferred or equivalent experience. May be…