IT - Helpdesk Engineer

Kaseya Careers; Medellín; Presencial; COP 27.900.000 - 46.872.000; Jornada completa

Descripción de la vacante

Kaseya is looking for an on-site IT Service Desk professional to provide hands-on technical support for end users in Medellín. You will handle L1/L2 incidents, install and configure hardware/software, and work closely with the IT Service Desk to resolve issues quickly as the company grows.

Responsibilities include diagnosing software and hardware problems, managing Microsoft 365 workloads, and ensuring smooth operations during business hours with occasional after-hours support.

Formación

• Experience supporting Microsoft 365 in end user environments.

Responsabilidades

• Troubleshoot L1/L2 hardware and software incidents.
• Work onsite five days a week during business hours; after hours/weekend support as needed.
• Collaborate with IT Service Desk and engineers; document requests in the ticketing system.
• Resolve issues across Windows, macOS, and Microsoft 365 apps and services.
• Coordinate with ISPs/telecoms to meet SLAs and keep users informed.

Conocimientos

Microsoft 365 support

Intune admin

End user support

Windows and macOS

Networking basics

Educación

Associate's degree

Bachelor's degree in CS/IT (preferred)

Herramientas

Microsoft Intune

Active Directory

Descripción del empleo

About Kaseya

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.

At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.

You’ll provide hands on technical support to users across Kaseya, partnering with the IT Service Desk team to resolve issues quickly and sharpen how the team operates as the company grows.

Duties and responsibilities

• Troubleshoot hardware incidents in computers, peripherals, and networking (LAN and WAN).
• Install and configure new hardware and software for end users.
• Work closely with other IT engineers and service desk associates.
• Diagnose and resolve software incidents across operating systems, Microsoft 365, and a range of business applications.
• Partner with ISPs and telecom providers to ensure they adhere to agreed SLAs.
• Communicate effectively with team members and across all levels of the organization (R&D, Sales, etc.), escalating to senior IT team members when necessary.
• Take ownership of L1 and L2 issues, restoring service as quickly as possible while accurately recording, updating, and documenting requests in the IT service desk system.
• Follow up with users to confirm issues are fully resolved.
• Provide feedback on processes and recommend areas to improve.
• Work onsite 5 days a week during business hours, with after hours and weekend support on an as needed basis.

Basic qualifications

• 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 including new user setup, MFA resets, and password resets.
• Hands on experience troubleshooting IT hardware (laptops, desktops, monitors, peripherals) and operating systems (Windows, macOS).
• Associate's degree, or 2+ years of IT experience in lieu of a degree.

Preferred qualifications

• Bachelor's degree in Computer Science, Networking, IT, or a related field.
• Active Directory experience (user and group management, hybrid identity).
• Microsoft 365 admin center experience (license management, admin tasks).
• Familiarity with security tooling (2FA/IAM platforms, malware and phishing remediation).
• Networking concepts (VoIP, routing, DHCP, DNS, TCP/IP).
• IT related certifications (ITIL, CompTIA, Microsoft, AWS, etc.).
• Exposure to AI tools like Claude or ChatGPT in a service desk context (Kaseya is actively working in this area).

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.