Technical Support Engineer

Kaseya Careers•Orlando, FL

38d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Industry-recognized certifications or equivalent professional experience in one or more of the following areas are preferred:
CompTIA A+
CompTIA Network+
CompTIA Server+
CompTIA Security+
Microsoft Certified: Azure Administrator
Red Hat Linux certifications
VMware Certified Professional (VCP)
AWS Certified Solutions Architect

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 escalate complex technical issues when appropriate.