- Location
- Orlando, FL · US Orlando FL - 8427
- Department
- Customer Service
Description
About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
The Role
To strengthen our global support organization, Kaseya is seeking a Technical Support Engineer – L1 to join our team in Orlando, Florida.
As a Technical Support Engineer – L1, you will provide high-quality technical support to Kaseya customers while helping ensure an exceptional customer experience. You will troubleshoot technical issues across operating systems, networks, servers, storage, virtualization, and other IT infrastructure while meeting or exceeding established service and performance KPIs.
You will interact directly with customers through chat, phone, and support tickets, maintaining a professional, courteous, and customer-first approach throughout every interaction.
This is an excellent opportunity for a technically curious, customer-focused professional who enjoys troubleshooting complex issues and thrives in a fast-paced support environment.
Key Responsibilities
- Provide Level 1 technical support to Kaseya customers through chat, phone, and support tickets.
- Diagnose, troubleshoot, and resolve issues across Windows, Linux/UNIX, and macOS environments.
- Troubleshoot server, workstation, networking, storage, virtualization, and operating system issues.
- Analyze system and application logs to identify potential causes of technical problems.
- Assist customers with Active Directory, Group Policy, permissions, and Windows Server administration.
- Troubleshoot TCP/IP, DNS, DHCP, HTTP/HTTPS, firewall, connectivity, latency, and packet-loss issues.
- Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions.
- Meet or exceed established support KPIs and service expectations.
- Deliver a professional and customer-first experience while building strong, long-term customer relationships.
- Collaborate with internal teams and escalate complex technical issues when appropriate.
Required Skills & Qualifications
- Working knowledge of major operating systems, including Linux/UNIX, Windows, and macOS.
- Familiarity with virtualization technologies, including VMware and Hyper-V.
- Experience troubleshooting BIOS/UEFI and system boot issues.
- Hands-on experience using Linux commands, PuTTY, and SSH for troubleshooting.
- Experience performing basic system and application log analysis beyond Windows Event Viewer, including /var/log/ and application logs.
- Experience troubleshooting Windows Server and workstation hardware.
- Knowledge of Windows Server Core management and administration, including roles and features and disk management.
- Understanding of Active Directory permissions (ACLs) and Group Policy.
- Familiarity with NAS, SAN, tape, USB, RAID configurations, and virtual storage concepts.
- Understanding of file systems, including NTFS, FAT, and ext4, as well as permissions, backup, and recovery concepts.
- Basic knowledge of Microsoft Exchange Server, Microsoft SQL Server, and Oracle database commands.
- Understanding of the OSI model and experience troubleshooting network technologies including TCP/IP, DNS, DHCP, and HTTP/HTTPS.
- Experience using networking and CLI troubleshooting tools such as ping, ipconfig, Nmap, and traceroute.
- Familiarity with firewall rule configuration, blocked-port troubleshooting, latency identification, and packet-loss analysis.
- Excellent written and verbal communication skills.
- Strong customer-service orientation and problem-solving skills.
Preferred Qualifications
Industry-recognized certifications or equivalent professional experience in one or more of the following areas are preferred:
- CompTIA A+
- CompTIA Network+
- CompTIA Server+
- CompTIA Security+
- Microsoft Certified: Azure Administrator
- Red Hat Linux certifications
- VMware Certified Professional (VCP)
- AWS Certified Solutions Architect
Equal Employment Opportunity
Kaseya provides equal employment opportunities 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.
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.
