Helpdesk Engineer – IT Support

About the role

Kaseya is seeking a proactive Helpdesk Engineer to provide hands‑on technical support to internal users. You will work closely with the IT Service Desk team, troubleshooting hardware and software issues while helping to improve support processes as the company scales.

Key responsibilities

• Troubleshoot hardware incidents on computers, peripherals, and LAN/WAN networks.
• Install and configure new hardware and software for end users.
• Diagnose and resolve software issues across Windows, macOS, Microsoft 365 and business applications.
• Partner with ISPs and telecom providers to ensure SLA compliance.
• Take ownership of L1 and L2 tickets, restore service quickly, and document all actions in the IT service desk system.
• Provide follow‑up to confirm issue resolution and suggest process improvements.

Required profile

• Associate’s degree or at least 2 years of IT support experience (or equivalent).
• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) in an end‑user environment.
• Hands‑on experience with Microsoft Intune for device management and user provisioning.
• Comfortable handling daily account operations such as new‑user setup, MFA resets and password resets.

Required skills

• Microsoft 365 administration (license management, admin tasks).
• Active Directory user and group management, including hybrid identity.
• Troubleshooting of laptops, desktops, monitors and peripherals.
• Operating‑system support for Windows and macOS.
• LAN/WAN networking basics.
• Security tooling knowledge (2FA/IAM).