Help Desk Specialist - Miami, United States - Kaseya

Kaseya Miami, United States

4 weeks ago

Description

Help Desk Engineer

MIAMI, FL (On-Site)

Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.

WHAT YOU'LL DO:

In the role of a Help Desk Engineer, responsibilities revolve around offering technical assistance to users within the organization. This encompasses diagnosing and resolving hardware and software issues, aiding in software installations and configurations, and troubleshooting network connectivity problems. Prioritizing and managing support requests ensures timely resolutions and superior customer service. Additionally, meticulous documentation of support activities facilitates future troubleshooting efforts. The primary aim is to maintain the smooth operation of IT systems and enable users to leverage technology efficiently.

WHAT WE ARE LOOKING FOR:

A leading provider of IT Cloud Management software and services is expanding rapidly and looking for a self-motivated, organized, and detail-oriented Team player to join our IT Service Desk Team, as IT Help desk Engineer, Global Information Technology.

Full details below.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Troubleshoot hardware incidents in computers, peripherals, and networking (LAN and WAN);
Install and configure new hardware or software for end users.
Closely work with other IT engineers and service desk associates.
Diagnose and resolve software incidents related to operating systems, Microsoft Office Suites, and across a range of software applications.
Working with ISPs & Telecom solution provider to make sure they adhere to the promised SLA.
Effectively communicate with Team members and all levels in the organization (R&D, Sales etc.), escalating incidents to senior members of the IT Team when necessary.
Take ownership of issues (L1 & L2) and assist users to restore services as soon as possible and accurately record, update and document requests using the IT service desk system.
Follow up with customers to ensure issue has been resolved.
Provide feedback on processes and make recommendations on areas to improve.
Work from the office 5 days a week during business hours. After business hours or weekend work on an as needed basis.

WHAT YOU'LL BRING:

Associates degree or at least 2 years of IT experience in lieu of degree, Bachelor's Degree in Computer, Networking, or IT related area preferred
Good verbal and written communication skills.
Ability to Provide Excellent customer service experience.
Active Directory, Operating System (Windows and Mac OS) troubleshooting experience (install, configure, troubleshoot, upgrade – hardware and software, etc.).
Knowledge of Two-Factor Authentication, Identity and Access Management tools.
Experience in Cloud products such as O365, SharePoint, or Azure.
Experience with IT Hardware (Laptops, desktops, monitors, keyboard/mouse, etc)
Understanding of malware, phishing, spam, etc. analysis and clean up processes.
Ability to learn and accept constructive feedback.
Self-motivated, responsible, organized, and a team player.
IT related certifications desirable with ITIL.
Desirable knowledge of networking concepts, VoIP, routing, DHCP, DNS, TCP/IP.

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