Technical Support Engineer

Kaseya; Orlando (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Kaseya is seeking a Technical Support Engineer – L1 in Orlando, Florida to deliver high-quality tech support for customers across Windows, Linux, and macOS ecosystems. You will troubleshoot servers, networks, and storage while maintaining a customer-first approach and documenting resolutions.

Ideal candidates will have strong OS knowledge, virtualization experience, log analysis skills, and familiarity with AD, GPO, and cloud basics. A fast-paced, cross-functional support role awaits.

Qualifications

• Experience across Windows, Linux/UNIX, and macOS operating systems.
• Experience with virtualization (VMware, Hyper-V).
• Troubleshooting BIOS/UEFI and boot issues.
• Hands-on Linux commands, PuTTY, and SSH for diagnostics.
• Ability to analyze logs beyond Windows Event Viewer (e.g., /var/log/).
• Experience with Windows Server hardware and administration.
• Knowledge of AD permissions (ACLs) and Group Policy.
• Familiarity with NAS/SAN/tape/RAID and virtual storage concepts.
• Understanding of file systems (NTFS, FAT, ext4) and recovery concepts.
• Familiarity with Exchange, SQL, and Oracle command basics.
• OS/network troubleshooting: TCP/IP, DNS, DHCP, HTTP/HTTPS.
• Using network tools: ping, ipconfig, Nmap, traceroute.
• Firewall rule config, port troubleshooting, latency, and packet loss analysis.
• Excellent written and verbal communication.
• Strong customer-service orientation and problem-solving.

Responsibilities

• Provide Level 1 technical support via chat, phone, and tickets.
• Diagnose and resolve issues across Windows, Linux/UNIX, and macOS.
• Troubleshoot servers, workstations, networking, storage, and virtualization.
• Analyze logs to identify root causes and patterns.
• Assist with Active Directory, GPO, permissions, and Windows Server admin.
• Troubleshoot networking services including TCP/IP, DNS, DHCP and HTTP/HTTPS.
• Document interactions, steps taken, and resolutions accurately.
• Meet or exceed support KPIs and service expectations.
• Deliver professional, customer-first interactions and build relationships.
• Collaborate with internal teams and escalate as needed.

Skills

Operating systems

Virtualization

BIOS/UEFI troubleshooting

Linux commands & SSH

Log analysis

Windows Server administration

Active Directory & Group Policy

Networking fundamentals

Documentation & communication

Customer-focused mindset

CompTIA A+

CompTIA Network+

CompTIA Server+

CompTIA Security+

Azure Administrator

VMware

AWS

Red Hat Linux

VCP

Education

CompTIA A+

Tools

PuTTY

SSH

Nmap

Traceroute

Windows Server Core

VMware

Hyper-V

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.

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.

The Role

To strengthen our global support organization, Kaseya is seeking a Technical Support Engineer – L1 to join our team in Orlando, Florida.

As a Technical Support Engineer – L1, you will provide high-quality technical support to Kaseya customers while helping ensure an exceptional customer experience. You will troubleshoot technical issues across operating systems, networks, servers, storage, virtualization, and other IT infrastructure while meeting or exceeding established service and performance KPIs.

You will interact directly with customers through chat, phone, and support tickets, maintaining a professional, courteous, and customer-first approach throughout every interaction.

This is an excellent opportunity for a technically curious, customer-focused professional who enjoys troubleshooting complex issues and thrives in a fast-paced support environment.

Key Responsibilities

• Provide Level 1 technical support to Kaseya 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 operating system issues.
• Analyze system and application logs to identify potential causes of technical problems.
• Assist customers 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 accurate documentation of customer interactions, troubleshooting steps, and resolutions.
• Meet or exceed established support KPIs and service expectations.
• Deliver a professional and customer-first experience while building strong, long-term customer relationships.
• Collaborate with internal teams and escal

Required Skills & Qualifications

• Working knowledge of major operating systems, including Linux/UNIX, Windows, and macOS.
• Familiarity with virtualization technologies, including VMware and Hyper-V.
• Experience troubleshooting BIOS/UEFI and system boot issues.
• Hands-on experience using Linux commands, PuTTY, and SSH for troubleshooting.
• Experience performing basic system and application log analysis beyond Windows Event Viewer, including /var/log/ and application logs.
• Experience troubleshooting Windows Server and workstation hardware.
• Knowledge of Windows Server Core management and administration, including roles and features and disk management.
• Understanding of Active Directory permissions (ACLs) and Group Policy.
• Familiarity with NAS, SAN, tape, USB, RAID configurations, and virtual storage concepts.
• Understanding of file systems, including NTFS, FAT, and ext4, as well as permissions, backup, and recovery concepts.
• Basic knowledge of Microsoft Exchange Server, Microsoft SQL Server, and Oracle database commands.
• Understanding of the OSI model and experience troubleshooting network technologies including TCP/IP, DNS, DHCP, and HTTP/HTTPS.
• Experience using networking and CLI troubleshooting tools such as ping, ipconfig, Nmap, and traceroute.
• Familiarity with firewall rule configuration, blocked-port troubleshooting, latency identification, and packet-loss analysis.
• Excellent written and verbal communication skills.
• Strong customer-service orientation and problem-solving skills.

Preferred Qualifications

• CompTIA A+
• CompTIA Network+
• CompTIA Server+
• CompTIA Security+
• Microsoft Certified: Azure Administrator
• Red Hat Linux certifications
• VMware Certified Professional (VCP)
• AWS Certified Solutions Architect

Equal Employment Opportunity

Kaseya provides equal employment opportunities 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.

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.