L1 Technical Support Engineer – IT Systems & Networking

Kaseya Careers; Orlando (FL); On-site; USD 52,000 - 75,000; Full time

Job summary

Kaseya is seeking a Technical Support Engineer - L1 to join our team in Orlando, Florida. You will deliver high-quality technical support for Windows, Linux/UNIX, and macOS environments, tackling issues across servers, networks, storage, and virtualization while maintaining a customer-first focus.

Responsibilities include diagnosing problems, analyzing logs, and providing documentation and guidance to customers.

Qualifications

• Experience with Linux/UNIX, Windows, and macOS environments.
• Knowledge of VMware and Hyper-V.
• BIOS/UEFI and system boot issues.
• Using Linux commands, PuTTY, and SSH for troubleshooting.
• Log analysis from /var/log/ and application logs.

Responsibilities

• Provide Level 1 technical support to customers through chat, phone, and support tickets.
• Diagnose, troubleshoot, and resolve issues across Windows, Linux/UNIX, and macOS environments.
• Troubleshoot server, workstation, networking, storage, virtualization, and OS issues.
• Analyze system and application logs to identify causes of problems.
• Assist with Active Directory, Group Policy, permissions, and Windows Server administration.
• Troubleshoot TCP/IP, DNS, DHCP, HTTP/HTTPS, firewall, connectivity, latency, and packet-loss issues.
• Maintain documentation of interactions, troubleshooting steps, and resolutions.
• Meet or exceed KPIs and service expectations.
• Deliver professional, customer-first experiences and build long-term relationships.
• Collaborate with internal teams and escalate complex issues when needed.

Skills

Linux/UNIX

Windows

macOS

VMware

Hyper-V

BIOS/UEFI

PuTTY/SSH

Log analysis

Active Directory

Networking basics

Windows Server administration

Tools

Nmap

Traceroute

ipconfig

SSH

Ping

Job description

Kaseya is seeking a Technical Support Engineer - L1 to join our team in Orlando, Florida. You will deliver high-quality technical support for Windows, Linux/UNIX, and macOS environments, tackling issues across servers, networks, storage, and virtualization while maintaining a customer-first focus.

Responsibilities include diagnosing problems, analyzing logs, and providing documentation and guidance to customers.