Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success.
Title: Technical Support Engineer-Level 1- Unitrends
Duration: Fulltime
Location: Columbia, SC (On-Site)
WHAT WE ARE LOOKING FOR: A fantastic team player who loves challenges and is technically minded. This position reports to the Technical Support Supervisor.
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 Technical Support Expert - Level 1 - 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's 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:
- Associate 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 technologies, system administration, cloud computing, XFS file systems, Linux command line, backup products, 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 for an exciting career in tech!
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 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.
