Technical Support Expert – New Graduates

Technical Support Expert – Level 1 – New Graduates
Orlando, Florida
Full-Time Position (
This position is % in-office
) Are you ready to make an impact?

Kaseya is seeking a talented and enthusiastic Technical Support Expert - Level 1 - to join our elite team. As a Technical Support Expert at Kaseya, you will play a crucial role in delivering top-notch IT support, ensuring our clients' critical data and operations are protected, and they can recover swiftly from any unforeseen disruptions.

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.

• 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.

• Graduating December with your Associates 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.
• 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.

We have several opportunities available, including day, swing, night, and overnight shifts.

The training for the role has a length of up to five weeks. Training takes place Monday through Friday 8:00am – 5:00pm.

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