Technical Support Engineer

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Job Title: Technical Support Engineer – L1

Location: Onsite – Bangalore

Position Type: Full-Time

Position Summary

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 Bangalore, India office. The role will provide professional technical support to Kaseya customers through chats, phones, and tickets, while meeting or exceeding internal KPI targets and expectations. The successful candidate will bring strong problem-solving skills, technical troubleshooting expertise, and a professional, courteous, customer-first attitude.

Key Responsibilities

• Provide L1 technical support to Kaseya customers through chat, phone, and ticket-based channels while maintaining a professional and customer-first approach.
• Troubleshoot Linux/UNIX and Windows operating systems, including system boot, BIOS/UEFI, hardware, and Windows Server issues.
• Perform basic virtualization troubleshooting across VMware and Hyper-V environments.
• Use Linux commands and PuTTY/SSH to investigate and troubleshoot technical issues, including basic system and application log analysis.
• Support Windows Server Core administration, including roles and features, disk management, Active Directory permissions/ACLs, and Group-related administration.
• Troubleshoot storage and recovery environments involving NAS, SAN, tape, USB, RAID, virtual storage, and common file systems such as NTFS, FAT, and ext4.
• Troubleshoot networking issues using the OSI model and TCP/IP, DNS, DHCP, HTTP/HTTPS concepts, CLI tools, firewall rules, ports, latency, and packet-related troubleshooting.
• Meet or exceed internal support KPIs and expectations while contributing to customer satisfaction and maintaining strong technical and communication standards.

Required Qualifications

• Working knowledge of Linux/UNIX and Windows operating systems, virtualization technologies (VMware and Hyper-V), and Windows server/workstation hardware.
• Hands-on experience with Linux commands, PuTTY/SSH, system boot troubleshooting, BIOS/UEFI, and basic system/application log analysis.
• Knowledge of Windows Server Core administration, Active Directory permissions/ACLs, Group administration, storage technologies, file systems, and backup/recovery concepts.
• Basic knowledge of networking and troubleshooting, including OSI model, TCP/IP, DNS, DHCP, HTTP/HTTPS, firewall rules, ports, latency, and CLI tools such as ping, ipconfig, Nmap, and traceroute.
• Excellent written and verbal communication skills with proven customer service experience in an IT support environment.

Preferred Qualifications

• Industry-accepted certification or equivalent work experience in CompTIA A+.
• CompTIA Network+, CompTIA Server+, or CompTIA Security+ certification or equivalent experience.
• Microsoft Certified Azure Administrator certification or equivalent experience.
• Red Hat Linux certification or equivalent experience.
• VMware VCP certification or equivalent virtualization experience.
• AWS Certified Solutions Architect certification or equivalent cloud experience.
• Additional hands-on experience with MS Exchange Server, MS SQL, or Oracle Database.

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.