Technical Support Engineer -L1

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 YOU’LL DO: As a Technical Support Expert at Kaseya, you will be the ultimate lifeline for businesses navigating through unforeseen challenges. Your primary mission will be to ensure that our clients' vital systems remain operational, protected, and swiftly recoverable in the face of disasters, cyber-attacks, or any disruptive events. With your expertise and passion for problem-solving, you'll play a pivotal role in keeping businesses running smoothly and securely.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Perform incident triage and maintain ownership until resolved or escalated for further research.

2. Build ongoing relationships with customers.

3. Answer incoming support inquiries via various channels (Chat, phone, email, etc.)

4. Continuously maintain the ticket backlog, record support activities in our Help Desk ticketing system and follow up with customer Service Level Agreement targets.

5. Continuously train on new and upcoming Kaseya products to ensure the highest level of technical support. Assist in inter-departmental projects to ensure the target deliverables are met.

6. Develop a strong understanding of Kaseya customer requirements and processes.

7. Work with leadership to improve skill sets and career development opportunities.

8. Keep up to date with knowledge base articles and other product-related documentation.

9. Manage multiple tasks in a fast-paced environment with competing priorities.

10. Perform all other duties as assigned.

WHAT YOU’LL BRING:

1. Bachelor's degree in business administration, Information Technology preferred, or equivalent experience.

2. Previous internship experience or 3 years of technical support work experience

3. Driven by learning new things and the ability to thrive in an environment filled with learning new technologies including virtualization, cloud computing, ZFS file systems, Linux command line and more.

4. Computer literacy skills: Strong working knowledge of Networking, operating systems, configurations, hardware and SaaS applications, Windows administration, & basic Linux skills.

5. Proactive problem-solving skills and ability to manage several tasks at once.

6. Excellent written and spoken communication, motivated, and organized.

7. You have a great customer-oriented attitude and are motivated, coachable and competitive, and want a successful career in the IT space.

8. Must be able to work in a fast-paced environment.

9. Must pay attention to detail.

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.