IT Support Specialist II

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.

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