Senior Analyst

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.

We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.

At Kaseya, we don't just raise the bar. We build it.

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+