Information Technology Support Technician

Title: Technical Support Expert - L1 (SaaS / Datto BCDR / Datto RMM)
Location: Orlando, FL
Interviews: 2 rounds
Shifts: Day & Night

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Build ongoing relationships with customers. 
Answer system questions and provide workflow and implementation best practices. 
Answer incoming support inquiries via various channels (Chat, phone, email, etc.). 
Develop a strong technical and business expertise of all Kaseya products. 
Develop a strong understanding of Kaseya's customer requirements and processes. 
Perform incident triage and first resolution. 
Maintain ownership of incidents until resolved or escalated for further research. 
Maintain ticket backlog per Kaseya's service level agreement. 
Collaborate with leadership to improve skill sets and career development opportunities. 
Create articles for our customer-facing knowledge base when related information is not present. 
WHAT YOU’LL BRING:
Associate or Bachelor’s degree in Business Administration, Information Technology preferred, or equivalent experience  
Motivated by learning new things and you excel in an environment filled with learning new technologies, including virtualization, cloud computing, ZFS file systems, scripting, and Linux command line 
1-3 years of Technical Support or related work experience  
Strong organizational skills and an ability to prioritize tasks and workload 
Basic working knowledge of networking, operating systems, configurations, hardware components, and SaaS applications 
Strong written and verbal communication skills and ability to work through difficult or stressful customer issues 
Experience approaching support issues from a training perspective when needed. 
Patience, a positive attitude, a team player, and a good sense of humor are a must.