We are looking for a bright and motivated Help Desk Engineer to deliver enterprise-level technical support to our internal customers. You’ll be the first point of contact for troubleshooting and resolving IT issues via phone, email, chat, and ticketing systems.
This is a high-impact role where your technical expertise and customer-first mindset will directly contribute to the productivity of our global teams.

Responsibilities
• Provide Tier 1 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot issues related to Microsoft 365, Windows OS, Exchange Admin, Google Workspace, and VPN/Wi-Fi connectivity.
• Resolve incidents and service requests using ITSM tools and follow ITIL best practices.
• Maintain accurate documentation of issues and resolutions in the help desk system.
• Escalate complex issues to appropriate teams while ensuring timely follow-up.
• Collaborate with global IT teams to support onboarding/offboarding and hardware provisioning.

Requirements: 
• 1–3 years of experience in a Help Desk or IT Support role.
• Strong knowledge of Microsoft domain environments, Active Directory, Windows and Mac OS.
• Familiarity with ITSM tools and ticketing systems.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
• Experience supporting global teams across multiple time zones.

The Service Delivery Manager (SDM) delivers an end-to-end customer experience across both NOC and Helpdesk, combining service governance, relationship management, and proactive success planning to drive outcomes, reliability, and long-term partnership growth.

You serve as the primary operational contact for service health, escalations, adoption, retention, and customer success outcomes.

KEY RESPONSIBILITIES

1. Customer Success & Relationship Management

• Own customer satisfaction, retention, and value realization.
• Lead Monthly/Quarterly service reviews with MSP owners/CIOs and decision-makers.
• Drive proactive communication, sentiment tracking, and expectation alignment.
• Identify upsell/cross-sell opportunities with the Account Manager.
• Own churn prevention and risk management; maintain RAG account health.

2. Unified Service Delivery Ownership (NOC + Helpdesk)

• Own end-to-end delivery across Helpdesk and NOC, from request/alert through resolution and post-incident follow-up.
• Maintain ticket/incident lifecycle health: response times, communication quality, escalation accuracy, and resolution effectiveness.
• Ensure performance to SLAs/SLOs and key KPIs (e.g., FCR, TTR, SLA adherence) across both service lines.
• Govern monitoring and operations (alert triage, patching, backup, AV/AM) and ensure Helpdesk queue hygiene and productivity.
• Track trends via unified dashboards (ticket flow, incidents, alert volumes, patch/backup health); validate tooling/RMM performance and surface systemic risks.
• Partner with Helpdesk leadership and NOC engineering on RCA, critical-incident communications, corrective actions, and continuous improvement.

3. Unified Operational Governance

• Run unified operating cadences across Helpdesk + NOC.
• Own escalation governance: tracking, RCA follow-through, and customer communications.
• Maintain CRM/SFDC data accuracy and integrity.
• Ensure compliance with contractual SLAs/SLOs and KPIs.
• Lead cross-functional escalations with Engineering, Deployment, AM, Billing, Sales, and Support.

4. Onboarding & Adoption

• Own onboarding for new unified (NOC + Helpdesk) customers.
• Ensure a smooth handoff from Sales to Delivery.
• Validate prerequisites (RMM access, credentials, documentation, and KB alignment).
• Enable customers on how to engage Helpdesk/NOC effectively (channels, expectations, escalation paths).
• Track onboarding milestones, adoption, and outcomes.

5. Reporting & Analytics

• Deliver monthly performance reporting across both service lines.
• Summarize service quality, incident trends, compliance, RCA themes, and usage analytics.
• Present KPI dashboards and prioritized improvement opportunities.
• Partner with data/BI resources to improve operational insights.

REQUIRED SKILLS & EXPERIENCE

Technical Skills

• Monitoring/RMM: Datto RMM, VSA, VSA X
• Ticketing/PSA: Autotask, Salesforce, PSAs
• Working knowledge of patching, backup, AV/AM, servers/workstations, and networking
• Incident lifecycle and major-incident management fundamentals
• Basic OS/network/endpoint troubleshooting
• Excel and Power BI reporting

Customer Success Skills

• Executive stakeholder management (Owner/C-level)
• Renewal and retention ownership
• Clear executive communication
• Data-driven storytelling
• Contract and value alignment

Professional Skills

• Analytical, structured problem-solving
• Excellent written and verbal communication
• High accountability and ownership
• Manage multiple customers in parallel
• Cross-functional collaboration

Experience

• 0–5 years in service delivery, customer success, or managed services
• Hands-on exposure to both Helpdesk and NOC workflows
• MSP/IT services background preferred
• Experience managing high-value accounts

SUCCESS METRICS

• Renewals/retention
• Compliance KPIs and SLA/SLO adherence
• CSAT/NPS targets
• Kaseya production adoption opportunities
• Service-review cadence compliance

What we are Looking for: 

A passionate team player who loves challenges and is technically minded. Ideal candidates will have strong customer service experience and excellent communication skills and have experience support business level end users and applications. The role will also have a working knowledge of desktop support, Microsoft domain environments, Google Suite, Windows OS, Microsoft Office, and be able to demonstrate high level critical thinking/problem solving skills while quickly deepening expertise in these areas.

Required Skills: Proven experience as a Help Desk technician or other customer support role. Tech savvy with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic Networking Fundamentals, Exchange Admin, and Microsoft Office. Must have creative problem-solving skills with a willingness to speak up and ask questions. Must be proficient in Active Directory, working knowledge of general IT infrastructure, Networking, Patch Management, Virtualization, and VPN basics. Internal process and procedure workflows.

This position is 100% in-office at our brand-new location in Medellin, Colombia.

WHAT YOU’LL DO:

A Kaseya Help Desk Analyst should have strong and proven customer service experience. The role will build and expand upon our professional and quality technical support service provided to end customers of varying technical backgrounds and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement expectations. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude while supporting customers.

You will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and professional knowledge to respond to, and diagnoses incidents through discussions with users.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Perform incident triage and escalate or resolve based upon incident scope.

· 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.

· Assist in interdepartmental projects to ensure target deliverables are met.

· Develop a strong understanding of Internal and customer requirements and processes.

· Improve, evolve, maintain, and follow documented runbooks.

· Work with leadership to improve skill sets and career development opportunities.

· Keep up to date with knowledge base articles and other technical-related documentation.

· Manage multiple tasks in a fast-paced environment with competing priorities.

· Perform all other duties as assigned.

WHAT YOU’LL BRING:

· Associates degree in Information Technology preferred or equivalent experience. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.

· 2 to 3 years of experience supporting End Users in office environments as a Service/Help Desk, Desktop Support Engineer or Support Center Agent preferred.

· Driven by learning new things and the ability to thrive in an environment filled with technology. opportunity.

· IT Certifications (CompTIA, Microsoft, HDI, Apple, ITIL) preferred.

· 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 an exciting career in tech!

Our benefits package includes:

· 100% Health premiums covered for employees (Medical, Dental, Vision)

· Company paid Life and disability insurance.

· HSA Account contribution up to $2,000

· 401k with match

· Paid Holidays and generous PTO.

· Fun and exciting work environment