Technical Support Engineer - Level 1

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.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.

Job Title: Technical Support Engineer - L1

Location & Mode: Bangalore - Onsite (No Hybrid/ WFH)

Duration: Full-Time

Shift:24/7

Skills Required: Windows Server; Networking; TCP/IP; Active Directory

Availability: Immediate / serving NP/ NP of 30-45 Days

Logistics: Cabs, Food, and other benefits provided

Job Description:

• We are looking for a Customer Support Engineer with strong and proven customer service experience in the IT market.
• We are looking for candidates with willingness to learn, a solution-oriented mindset and excellent communication skills.
• The Customer Support Engineer will provide world-class support service to our customers and ensure customer satisfaction.
• The candidate is expected to maintain a professional, courteous and customer service-focused attitude always.
  
  

Required Skills:

• Minimum 3 years’ experience in a Technical Support Role
• Solid knowledge and hands-on experience in
• TCP/IP protocol stack including addressing.
• TCP/IP, routing, switching, cabling, internet protocols (BGP,ISIS, and OSPF), firewalls, VPNs, and load balancers.
• SQL databases.
• Microsoft Windows Server.
• General inter-networking (e.g Active Directory).
• Networking concepts and protocols such as DNS, DHCP, FTP, TFTP, HTTP, iptables and PXE booting.
• Commands/utilities including but not limited to Apache, FTP, telnet, SSH, SMTP, POP, IMAP.
  
  

Preferred Skills:

• Successful completion of the Kaseya Certified Administrator Certification (KCA).
• Solid In-depth knowledge of Linux/Unix and Windows environment.
• Industry-accepted certifications or equivalent work experience in one or more of the following areas:
• A+ Hardware/Software
• Network +
• CCNA
• Virtualization (VMware, Hyper-V)
• Linux+
• MCP, MCTS or MCITP (Windows Server2k8, Windows Server 2012)
• Server+
  
  

Responsibilities:

• To take complete ownership of the diagnosis and resolution of Product issues, ranging from simple to very complex
• To provide the Customer with the most suitable, relevant solution in the best manner
• To engage with Customers both in writing and verbally in the most courteous manner, through all stages of resolution
• To ensure thorough collection of case details and they’re recorded correctly and professionally
• To coordinate with multiple teams if necessary and follow-up tenaciously with them to get Customer issues resolved
• To study the trends in issues being raised and suggest changes in line with the trends
• To assist in the development and implementation of new or improved service delivery strategies and initiatives
• Ensure that knowledge is transferred and shared within the team
• Assisting in the maintenance of all process documentation that is relevant to the Product and its customers
• Work within the development cycle to assist with product enhancements and improvements
  
  

General Skills:

• Customer Centric.
• Excellent listening skills.
• Excellent communication skills, both verbal and written English.
• Strong Organizational, prioritization, and multitasking skills.
• Excellent phone etiquette.
• Excellent time management; (i.e. ability to prioritize tickets and complete research on time).
• Ability to properly articulate ideas, suggestions, and provide positive/constructive feedback.
• Ability to work independently without direct supervision.
• Willingness to work with team members or group to achieve common goals.
• Willingness to liaise with other departments to achieve common goals.
  
  

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

Additional Information

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.