Technical Support Engineer

About the Company

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Backed by Insight Partners, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Responsibilities

• Provide professional support services to all Kaseya customers via chats, phones, and tickets
• Meet or exceed internal KPI targets and customer expectations
• Maintain a professional, courteous, and customer-first attitude
• Solve technical problems to ensure businesses run smoothly and securely

Requirements

• Excellent knowledge of Windows and macOS operating systems
• Familiarity with the OSI model and network stack troubleshooting (VLAN, NAT, TCP/IP, DNS, DHCP, HTTP/HTTPS)
• Proficiency using CLI commands such as ping, ipconfig, Nmap, and traceroute
• Understanding of encryption, SSL/TLS, and certificate types
• Basic Windows Administration including Active Directory and Group Policy
• Hands-on experience with Patch Management and system performance
• Ability to perform system log analysis
• Ability to read and write SQL
• Experience with Antivirus, Antimalware, Defender, EDR, and MDR tools
• Familiarity with Windows firewall concepts and rules
• Excellent written and verbal communication skills

Preferred Qualifications

• CompTIA A+, Network+, Server+, or Security+
• MCP, MCTS, or MCIT certifications
• CCNA certification