Technical Support Expert

Kaseya Limited; Vancouver; On-site; CAD 60,000; Full time

Job summary

Kaseya Limited seeks a Technical Support Expert to provide exceptional support to clients, ensuring their IT systems remain operational and secure. This role involves troubleshooting, providing solutions to technical issues, and developing strong customer relationships. The ideal candidate has a tech background and is eager to grow within a dynamic environment.

Qualifications

• 1 year of technical support experience preferred.
• Willingness to learn new technologies including virtualization and cloud computing.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Perform incident triage and maintain ownership of support inquiries.
• Build customer relationships and answer support queries across various channels.
• Continuously train on new Kaseya products.

Skills

Problem-Solving

Communication

Customer-Oriented Attitude

Networking Knowledge

Operating Systems Knowledge

SaaS Applications

Linux Skills

Education

Associate or Bachelor's Degree in Business Administration or Information Technology

Job description

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. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com ), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here : Kaseya Culture .

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.

WHAT YOU’LL DO :

As a Technical Support Expert at Kaseya, you will be the ultimate lifeline for businesses navigating through unforeseen challenges. Your primary mission will be to ensure that our clients' vital systems remain operational, protected, and swiftly recoverable in the face of disasters, cyber-attacks, or any disruptive events. With your expertise and passion for problem-solving, you'll play a pivotal role in keeping businesses running smoothly and securely.

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 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.
• Previous internship experience or 1 year of technical support work experience.
• Driven by learning new things and the ability to thrive in an environment filled with learning new technologies including virtualization, cloud computing, ZFS file systems, Linux command line, and more.
• Strong working knowledge of networking, operating systems, configurations, hardware and SaaS applications, Windows administration, and basic Linux skills.
• Proactive problem-solving skills and the ability to manage several tasks at once.
• Excellent written and spoken communication, motivated, and organized.
• A great customer-oriented attitude, motivated, coachable, competitive, and eager for a successful career in the IT space.
• Ability to work in a fast-paced environment.

The salary for this role is CAD 60.000

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.

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