Analyst, Tier 2

About Kaseya 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 hiring a Senior Analyst, Tier 2 - NOC to provide advanced technical support, proactive monitoring, incident management, and infrastructure troubleshooting across customer environments. This role serves as a key escalation point for complex technical issues involving servers, workstations, applications, and network devices while ensuring adherence to SLA/SLO commitments. The ideal candidate will possess strong Windows Server administration expertise, deep networking knowledge, exceptional problem-solving skills, and the ability to mentor junior engineers while driving operational excellence within the Network Operations Center. Key Responsibilities Monitor, troubleshoot, and resolve complex alerts and incidents across managed endpoints, servers, applications, and network infrastructure. Take ownership of assigned incidents throughout the complete lifecycle, including verification, diagnosis, resolution, escalation, communication, and closure within defined SLA/SLO targets. Perform advanced root cause analysis using system logs, event viewers, crash dumps, application logs, and monitoring tools. Prioritize and escalate incidents based on customer impact, business risk, and established operational procedures and runbooks. Maintain detailed and accurate case documentation, incident updates, root cause analysis reports, and knowledge-base articles. Provide professional technical support across multiple customer environments while ensuring a high standard of service delivery. Mentor and support junior NOC engineers by providing technical guidance and sharing best practices.