Senior 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 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. The ideal candidate is a clear communicator while also maintaining and improving the systems that keep the organization running. 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), including provisioning, deprovisioning, and access troubleshooting. Image, configure, deploy, and maintain Windows desktops, laptops, and mobile devices in accordance with company standards. Apply patches, security updates, and endpoint protection policies; monitor systems for compliance and remediate vulnerabilities. Troubleshoot network connectivity issues, including Wi-Fi, VPN, and local network/printer problems, escalating to Level 3 or network engineering as needed. Use PowerShell and Microsoft admin centers to automate routine administrative tasks and streamline support workflows.