Engineer (Infrastucture Management Services)

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.

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.

WHAT WE ARE LOOKING FOR

We are currently in the process of recruiting an IMS Engineer who is highly motivated and has a strong focus on customer service to be a part of our team. This role is crucial for maintaining the optimal performance and stability of our Integrated Management Systems (IMS) environment. The successful candidate will be expected to utilize their extensive technical knowledge in network IT, remote Windows system infrastructure, and Network Operation Center (NOC) procedures to provide superior service and promptly resolve any customer issues that may arise.

REQUIRED SKILLS

• The candidate should have 4-6 years of pertinent experience in network IT and remote Windows system infrastructure.

• They should possess a robust understanding of ITIL processes and demonstrate adherence to service level agreements (SLAs).

• They should be proficient in maintaining clear and concise case and root cause analysis (RCA) documentation.

• They should have the ability to adhere to multiple standard operating procedures (SOPs) and follow escalation instructions.

• They should exhibit excellent prioritization and escalation skills, particularly in relation to customer impact.

• They should maintain a high degree of professionalism in all customer interactions.

• They should have experience in taking primary ownership of endpoint issues and alerts.

• They should possess strong troubleshooting skills for a variety of system issues, including user authentication, GPO, Microsoft/Windows patch failures, replication issues, backup failures, and OS-related issues.

• They should have the ability to multitask and manage multiple tickets/tasks across server, desktop, and application issues.

• They should have good verbal and written communication skills.

• They should be willing to work in a 24x7 setup with rotational shifts.

• This role requires a 100% in-office presence and involves 24*7 shift work at our Bengaluru office location in India.

WHAT YOU’LL DO

As an Engineer for NOC services, your responsibilities will include monitoring and maintaining the health and performance of the NOC environment, encompassing servers, workstations, and network devices. You will be expected to proactively diagnose and resolve a wide range of technical issues, such as user authentication, Group Policy Objects (GPOs), patching, replication, backups, operating system issues, resource utilization, system crashes, and unexpected service interruptions. Your role will involve analyzing system logs, event data, crash dumps, and other application logs to identify the root causes of problems. You will be required to maintain clear and concise documentation of incidents, resolutions, and root cause analysis (RCA). You will be expected to adhere to established Service Level Agreements (SLAs) for customer support and follow established runbooks and escalation procedures for efficient issue resolution. Your role will involve providing technical support and guidance to customers experiencing IT problems. You will be encouraged to participate in continuous learning activities to stay updated on the latest technologies and best practices. You will work in collaboration with technical leads and managers to resolve complex customer issues. You will also contribute to the maintenance and improvement of the internal knowledge base.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serving as the primary owner for all endpoint issues and alerts that are triggered from managed machines or internal servers.

• Performing alert verification, troubleshooting, system management, and closing tickets in line with defined processes.

• Updating the internal knowledge base with new support solutions as necessary.

• Completing tasks assigned by Tech Leads/Managers that pertain to customer-facing issues.

• Handling multiple tickets/tasks across server, desktop, and application issues, and resolving them based on their priority.

• Prioritizing and escalating issues based on the impact on the customer.

• Following Standard Operating Procedures (SOPs) and escalation instructions while assisting multiple customers and environments.

WHAT YOU’LL BRING

• 4-6 years of pertinent work experience in the field of network IT and remote Windows system infrastructure.

• Demonstrated technical proficiency in network IT and remote Windows system infrastructure.

• Proven ability to comply with ITIL processes and Service Level Agreements (SLAs).

• Proficiency in maintaining comprehensive cases and Root Cause Analysis (RCA) documentation.

• Excellent skills in prioritization and escalation of tasks and issues.

• High level of professionalism in interactions with customers.

• Strong troubleshooting skills for a variety of system issues.

• Effective verbal and written communication skills.

• Willingness to work in a 24x7 environment with rotational shifts.

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.