Dundalk, Louth, Ireland

Technical Support Expert – Unitrends

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Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth. 

Customer Support Engineer 

Must be able to work from office daily 

Full-Time Position 

Unitrends, a Kaseya company is the fastest-growing provider of all-in-one backup, archiving and disaster recovery solutions, enabling our customers to focus on their business instead of backup. We are the preferred choice of IT professionals because we set the standard in virtual, physical and cloud server data protection and we offer the absolute best value in the industry for feature-rich backup technology. 

Job Description 

A Unitrends Customer Support Engineer has strong and proven customer service experience. Customer Support Engineers build and expand upon our professional and quality technical support service to all Kaseya clients and ensure clients satisfaction by meeting or exceeding customer Service Level Agreement targets and expectations. A successful candidate is expected to maintain a professional, courteous and customer focused attitude at all times. 

 
Duties and Responsibilities 

 

  • Record support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets. 
  • Provide Technical Support via Telephone, Remote Meeting, and Email. 
  • Manage multiple tasks in a fast-paced environment with competing priorities. 
  • 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. 
  • Provide weekend support as needed (once every 3 months). 
  • Perform any and all other duties as assigned. 

 

 

The Ideal Candidate Will Have 

 

  • Bachelor’s degree in Computer Science, Information Technology or 2+ years equivalent job experience in an IT Support Position. 
  • Exceptional customer service, organization and critical thinking skills. 
  • Exceptional written and verbal communication skills in English. 
  • Demonstrative responsiveness, resourcefulness, and follow through. 
  • Ability to sense urgency and provide a quality action-based response. 
  • Ability to work independently and as a part of a team. 
  • Ability to efficiently and effectively manage time and carry out tasks. 
  • Familiarity with common IT Support for: Windows OS, Linux, and Networking. 
  • Experience with Database Management or SQL Queries is a plus. 
  • Experience with Kaseya Products and/or other RMM Tools is a plus. 
  • CompTIA A+ or relevant certifications is a plus. 
  • A highly professional and self-motivated individual, who is analytical and passionate about details, and consistently goes above and beyond expectations. 
  • An energetic team player and self-starter with exceptional organizational, interpersonal, and communication skills.  
  • Able to demonstrate an understanding of the IT services marketplace. 
  • Highly motivated individual who thrives in a fast-paced team environment and is readily adaptable to changing market and organizational requirements. 

 

Join the Kaseya growth rocket ship and see how we are #ChangingLives !

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Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.

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