Night Shift Technical Support Expert – Level 1 – BCDR

Orlando, Florida 

Full-Time Position 

Night Shift - 12am - 8:30am

Are you ready to make an impact? 

WHAT WE ARE LOOKING FOR: 

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

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. 
• Office 365 and Google Workspace administration, understanding and writing SQL, API troubleshooting, browser dev tools / troubleshooting and more. 
• 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. 

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!