Help Desk Engineer II

Help Desk Engineer II 

Full-Time Position - In- Office - Orlando, FL

Shift: Wednesday - Sunday 3AM - 11:30AM 

Are you ready to make an impact? 

WHAT WE ARE LOOKING FOR:

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 365, 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.

Required Skills: 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.

WHAT YOU’LL DO:

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 0365 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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.

WHAT YOU’LL BRING:

• Associates or Bachelor's degree in Information Technology, Business Administration preferred or equivalent experience. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
• 4 to 6 years of experience in a Service/Help Desk or Support Center environment preferred.
• Driven by learning new things and the ability to thrive in an environment filled with technology. opportunity.
• 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.
• A combination of the following is highly preferred: Microsoft Certified Endpoint Administrator (MCEA), Microsoft 365 Certified Enterprise Administrator (M365CEA), CompTIA / CompTIA A+, CompTIA Network+. Certification Microsoft Certified System Administrator (MSCA), MO365 Certification, Autotask experience is a plus or other ticketing systems.

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 the heart of Miami's emerging tech and financial scene.   

If this sounds like the right career to fit your personality and interests, please apply, we’re looking forward to meeting you! 

knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures.  Proficient in Help Desk operations and queue management, adherence of defined SLAs, and management of key performance indicators (KPI’s) and metrics. Exceptional critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations. Deep knowledge of IT Service Management to guide and improve Level 1 and Level 2 support teams effectively. Experience in recruiting and retraining top talent. Verifiable experience in developing support teams and coaching employees to meet achievable goals. Experience with performance management routines and toolsets.  Previous experience with the administration duties for supervising a support staff.

This position is 100% in-office at our brand-new location in Dundalk Ireland.  

WHAT YOU’LL DO:  

We are seeking a highly skilled and motivated IT Help Desk professional to join our dynamic team. As the Support Manager, you will play a crucial role in overseeing and coordinating the daily Incident activities of the Help Desk Team along with the daily administration duties for Desk operations. This includes initial email Incident triage, Incident assignment, SLO management, providing guidance, ensuring efficient support operations, and maintaining high levels of customer satisfaction. The ideal candidate should have a deep understanding of various IT Service Management tools and routines, exceptional critical thinking skills, and a passion for delivering against calibrated KPI’s and have led/supervised small support teams. This role will monitor and ensure key department metrics are aligned and achieved with company business objectives by setting individual and team goals for department performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied.
• Lead, coach, mentor, develop, and direct assigned team members daily to improve customer service, satisfaction, manage perception, and increase overall efficiency of the operations and team members while providing tools and resources for the team to perform well.
• Lead queue management activities that enable a team of Help Desk technicians, ensuring they meet performance targets and provide exceptional customer service.
• Work closely with the Help Desk Manager and technical staff to ensure all objectives are in place, documented, and followed to ensure the obtainment of Help Desk KPI’s. 
• Stay up to date with the latest IT Service Management trends and developments to provide accurate and efficient support.
• Lead the dispatch process of service Incidents to ensure full utilization of technical resources.
• Lead and prioritize incoming and support requests, ensuring timely resolution and adherence to service level agreements (SLAs).
• Provide supervision of Agents and allocate resources effectively to meet support demands.
• Complete the daily duties for administration as the onsite lead for the Help Desk.
• Maintain and update knowledge base articles, troubleshooting guides, and support documentation for the team.
• Implement and monitor quality assurance processes to ensure consistent and high-quality customer support.
• Provides reporting of service metrics to Leadership Team
• Work with Management team to investigate and resolve issues reported in client CSAT.
• Conducts daily Agent huddle meetings.
• Providing status reports to the Help Desk Manager on a weekly basis regarding resource allocation and continual service improvements.

WHAT YOU’LL BRING: 

• Communication: The ability to give and gather information and actively manage the communication process by asking questions, conveying complex information in plain language, listening, and considering others’ views, stating own views clearly and concisely, and addressing conflict in a professional and productive manner.
• Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for possible contingencies.
• Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance.
• Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it.
• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach.
• Time Management: Demonstrated ability to prioritize and manage multiple escalations and tasks simultaneously in a fast-paced environment.
• Customer Service Orientation: A strong commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction.
• Adaptability: Flexibility to adapt to changing technologies, processes, and customer needs in the IT support environment.
• Prior supervisory experience in Incident Management with experience using the Autotask IT Service Management Solution or a similar ITSM toolset.
• Experience with Microsoft Excel Pivot tables and reporting features
• Certifications: Relevant certifications such as ITIL V3 or V4, HDI Incident Management Principles, HDI Service and Support Metrics, HDI support Center Lead, or similar industry-recognized credentials are a plus.
• Ability to handle stress well in times of heavy workload and in critical business scenarios.
• 3+ years of experience in IT Service Management, leading technical support teams.
• 4-6 Years’ experience working in Service Desk / Help Desk capacity.
• Excellent interpersonal skills, and leadership abilities
• Associate degree: An associate degree in computer science, information technology, or a related field is preferred.

Experience in a Managed Services Provider (MSP) environment is a huge plus!