About the role
Position Summary:
Kaseya is seeking an Experienced IT Support Technician to serve as an escalation point, resolving technical issues that go beyond first-line troubleshooting. This role requires strong working knowledge of the Microsoft technology stack, including Windows, Microsoft 365, Active Directory, and Entra ID (Azure AD), and the ability to diagnose and resolve hardware, software, and network issues with minimal supervision.
Key Responsibilities:
- Serve as the primary escalation point for tickets referred from Level 1 support, diagnosing and resolving complex hardware, software, and connectivity issues.
- Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, Teams, and Intune device management.
- Manage user accounts, groups, and permissions in Active Directory and Microsoft Entra ID (Azure AD).
- Image, configure, deploy, and maintain Windows desktops, laptops, and mobile devices.
- Apply patches, security updates, and endpoint protection policies.
- Troubleshoot network connectivity issues including Wi‑Fi, VPN, and local network/printer problems.
- Use PowerShell and Microsoft admin centers to automate routine tasks.
- Document troubleshooting steps and resolutions in the knowledge base.
- Assist with employee onboarding/offboarding.
- Support Microsoft Teams Rooms and collaboration technology.
- Participate in IT projects and maintain asset inventory.
Required Qualifications:
- 8 years of experience in technical support.
- Proficiency with Microsoft 365 admin center, Exchange Online, SharePoint, OneDrive, and Teams.
- Working knowledge of Active Directory and Entra ID.
- Familiarity with Microsoft Intune.
- Basic PowerShell scripting.
- Understanding of TCP/IP, DNS, DHCP, and VPN concepts.
- Strong Windows 10/11 administration skills.
- Excellent communication skills.
- Experience supporting Azure or hybrid cloud environments.
Required Certifications:
- MS-900, MD-102, or AZ-900
- CompTIA A+ and/or Network+