Technical Support Expert - Level 1

Kaseya Limited; Bengaluru; On-site; INR 6,00,000 - 9,00,000; Full time

Job summary

Kaseya Limited is looking for a Technical Support Expert – L1 in Bengaluru to enhance its global support team. This role involves resolving user issues, maintaining customer satisfaction, and requires strong IT support experience. Candidates should have excellent communication skills and a customer-centric approach.

Qualifications

• Minimum 3 years experience in a Technical Support Role or System Engineer Role.
• Solid knowledge of TCP/IP protocols and SQL databases.
• Excellent phone etiquette and time management skills.

Responsibilities

• Lead in diagnosing and resolving complex user issues.
• Assist with development and implementation of service delivery strategies.
• Record all case details correctly and professionally.

Skills

Customer Centric

Excellent listening skills

Excellent communication skills

Strong Organizational skills

Excellent time management

Education

Kaseya Certified Administrator Certification (KCA)

A+ Hardware/Software

Network +

CCNA

Linux+

Job description

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, please click here: Kaseya 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 Description

To enhance our global support team, we are hiring a Technical Support Expert – L1 with strong and proven customer services experience in the IT market to be based in our Bangalore, India office. The Technical Support Expert – L1 will build and expand upon our professional and quality support service to all Kaseya customers and ensure customer satisfaction by meeting or exceeding internal Service Level Agreement targets and expectations. The successful candidate is expected to maintain a professional, courteous and customer service focused attitude at all times. If you are an overachiever with proven IT support experience who thrives in a fast-paced environment, we want to speak with you.

Responsibilities:

• To lead in the diagnosis and resolution of more complex user issues through the use of Kaseya standard Incident Management processes.
• Ensure all case details are recorded correctly and professionally.
• 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 Kaseya and its customers.
• Work within the development cycle to assist with product enhancements and improvements.

Qualifications

Essential

• Minimum 3 years experience in a Technical Support Role or System Engineer Role.
• Solid knowledge of:
  1. TCP/IP protocol stack including addressing.
  2. TCP/IP, routing, switching, cabling, internet protocols (BGP,ISIS, and OSPF), firewalls, VPNs, and load balancers.
  3. SQL databases.
  4. Microsoft Windows Server.
  5. General inter-networking (e.g Active Directory).
  6. Networking concepts and protocols such as DNS, DHCP, FTP, TFTP, HTTP, iptables

and PXE booting.

1. Commands/utilities including but not limited to Apache, FTP, telnet, SSH, SMTP, POP, IMAP.

• 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.

Preferred

• 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:
  1. A+ Hardware/Software
  2. Network +
  3. CCNA
  4. Virtualization (VMware, Hyper-V)
  5. Linux+
  6. MCP, MCTS or MCITP (Windows Server2k8, Windows Server 2012)
  7. Server+

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.