Technical Support Engineer

kaseya; Dublin; On-site; EUR 35,000 - 50,000; Full time

Job summary

Kaseya is hiring a Technical Support Engineer - L1 based in our Dublin office to deliver first-line technical support for our IT management and cybersecurity platform. You will handle chats, phone calls and tickets, resolve incidents and ensure customer delight by meeting KPI targets.

The role requires strong knowledge of Linux/Windows, virtualization basics, networking and storage concepts, plus excellent communication.

Qualifications

• Experience with IT incident management and customer support.
• Proven troubleshooting in Linux/Windows environments.
• Familiar with virtualization and storage basics.
• Excellent written and verbal communication.
• Ability to work in fast-paced teams.

Responsibilities

• Provide L1 technical support to Kaseya customers via chat, phone and tickets.
• Diagnose and resolve hardware and software issues across OSes.
• Coordinate with higher-level teams for escalations.
• Maintain customer-focused, professional service levels.

Skills

Linux/UNIX

Windows OS

Networking TCP/IP

SSH/PuTTY

Active Directory

VMware/Hyper-V

NAS/SAN

Backup & recovery

Diagnostic troubleshooting

Customer service

Tools

PuTTY

SSH

Nmap

VMware

Hyper-V

Windows Event Logs

Job description

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.

Kaseya is the leading cloud provider of IT systems management software, offering a complete IT management solution delivered both via cloud and on-premises. Kaseya technology empowers MSPs and mid-sized enterprises to proactively manage and control their IT environments remotely, easily, and efficiently from a single platform. Kaseya solutions are in use by more than 10,000 customers worldwide in a wide variety of industries, including retail, manufacturing, healthcare, education, government, media, technology, finance, and more. Kaseya has a presence in over 20 countries. To learn more, please visit http://www.kaseya.com.

Job Description

To enhance our global support team, we are hiring a Technical Support Engineer - L1 with strong and proven customer service experience in the IT market to be based in our Dublin office.

As a Technical Support Engineer - L1, you will build and expand upon our professional excellence in support service to all Kaseya customers, ensuring customer delight by meeting or exceeding internal KPI targets and expectations. With your expertise and passion for problem-solving, you'll play a pivotal role in keeping businesses running smoothly & securely while building lifelong relationships. The successful candidate is expected to maintain a professional, courteous, and customer-first attitude while working on chats, phones & tickets. If you are an overachiever with proven technical support experience who thrives in a fast-paced environment, we want to speak with you.

Required Skills

• Working knowledge of major OS - Linux/UNIX systems, Windows OS & macOS. Virtualization technologies - VMware and Hyper-V.
• Experience with BIOS/UEFI troubleshooting and system boot diagnostics.
• Hands-on experience with Linux commands & troubleshooting using PuTTY/SSH.
• Basic system log analysis beyond Event Viewer (e.g., /var/log/, application logs).
• Windows server and workstation hardware troubleshooting.
• Windows Server Core management & Administration skills (roles and features, disk management).
• Active Directory permissions (ACLs) & Group Policy.
• Familiar with NAS, SAN, Tape, USB, RAID configurations, and virtual storage concepts.
• Understanding of file systems (NTFS, FAT, ext4), permissions, backup & recovery concepts and methodologies
• Basic Knowledge of MS Exchange Server, MS SQL & Oracle DB commands.
• Familiar with the OSI model & experience with troubleshooting Network stack - TCP/IP, DNS, DHCP, HTTP/HTTPS using CLI commands (ping, ipconfig, Nmap, traceroute, etc).
• Firewall rule configuration and troubleshooting ports block, identifying latency & packet loss.
• Excellent written and verbal communication skills.

Preferred

Industry-accepted certifications or equivalent work experience in one or more of the following areas:

1. CompTIA A+
2. CompTIA Network+
3. CompTIA Server+
4. CompTIA Security+
5. Microsoft Certified Azure Administrator
6. Red Hat Linux
7. VMware VCP
8. AWS Certified Solutions Architect

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.

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.