Technical Lead, NOC 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 a Technical Lead with a substantial background in the field. The candidate must possess 8-10 years of overall work experience, with a significant portion of this duration (6 or more years) dedicated to server/client support. The ideal candidate will have a robust background in remote server/client administration, troubleshooting, and management. Exceptional communication skills and the ability to multitask efficiently in a dynamic environment are prerequisites. The candidate should also exhibit proficiency in resolving a wide range of technical issues, including but not limited to user authentication, Group Policy Objects (GPOs), Microsoft/Windows patch failures, Active Directory (AD)/replication/Exchange Server issues, backup failures, and OS-level issue.

REQUIRED SKILLS

• The candidate should have a minimum of 8-10 years of experience in a technical support or systems administration role, with a focus on remote server/client administration, troubleshooting, and management for at least 6 years.

• The candidate should demonstrate the ability to effectively multitask and resolve critical server and client errors, alerts, patching, and other technical tasks.

• A strong understanding of Windows Server operating systems, including configuration, security, automation, and patch management is required.

• The candidate should have in-depth knowledge of network IT concepts, including network protocols, routing, switching, and security best practices.

• Expertise in troubleshooting complex issues related to user authentication, Group Policy Objects (GPOs), Microsoft/Windows patching, Active Directory (AD), replication, Exchange Server, backup failures, and server/client operating system issues is expected.

• Excellent communication and interpersonal skills are necessary for effective collaboration with team members, customers, and stakeholders.

• Strong leadership skills with the ability to motivate, mentor, and guide a technical team are essential.

• The candidate should demonstrate the ability to prioritize workloads, manage projects, and meet deadlines in a fast-paced environment.

• A commitment to continuous learning and staying up to date with the latest technologies and best practices is required.

• The candidate should be willing to work in a rotational shift environment.

• 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

• In the role of a Technical Lead, the responsibilities include leading and guiding the technical support team, supervising remote server/client administration, troubleshooting, and management activities.

• The role requires efficient multitasking to address server/client errors or alerts and perform patching or other tasks.

• Effective communication is essential for liaising with team members and stakeholders.

• The role involves working in collaboration with other departments to ensure smooth operations.

• It also includes mentoring junior team members and providing technical assistance as needed.

• The role demands continuous improvement of processes and procedures to enhance efficiency and effectiveness.

• Regular performance evaluations and feedback provision to team members are part of the role.

• The role also involves handling escalated technical issues and ensuring their timely resolution.

• Staying updated with the latest technologies and industry best practices is a key requirement.

• The role may require working in a rotational shift environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Forge and execute best practices and troubleshooting procedures to enhance team efficiency and problem resolution.

• Nurture and mentor junior team members, enhancing their technical skills and knowledge.

• Craft and sustain clear and concise technical documentation to facilitate knowledge transfer.

• Collaborate with internal teams (e.g., security, network operations) to ensure a comprehensive approach to IT infrastructure management.

• Oversee and organize team workload, ensuring tasks are completed on time and in accordance with Service Level Agreements (SLAs).

• Stay informed about the latest technologies and trends and identify opportunities for continuous improvement within the NOC environment.

• Anticipate, diagnose, and resolve complex technical issues within the network IT and remote Windows systems infrastructure.

• Examine system logs, event data, and other resources to identify the root causes of problems.

• Lead and manage the daily operations of the technical support team, ensuring efficient workflow and high-quality service delivery.

WHAT YOU’LL BRING

• Possess a minimum of 8-10 years of work experience, with at least 6 or more years of specialized experience in server/client support.

• Demonstrate proficiency in remote server/client administration, troubleshooting, and management.

• Exhibit the ability to multitask efficiently and resolve server/client errors or alerts swiftly.

• Communicate effectively, both verbally and in writing.

• Display willingness to work in rotational shifts.

• Specialize in troubleshooting various technical issues, including user authentication, GPOs, Microsoft/Windows patch failures, AD/replication/Exchange Server issues, backup failures, and OS-level issues.

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.