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 Technical Support Expert - L1 Company Description Kaseya is the leading cloud provider of IT systems management software offering a complete IT management solution delivered both via cloud and on-premise Kaseya technology empowers MSPs and mid-sized enterprises to proactively manage and control their IT environments remotely easily and efficiently from a single platform Kaseya solutions are in use by more than 10 000 customers worldwide in a wide variety of industries including retail manufacturing healthcare education government media technology finance and more Kaseya has a presence in over 20 countries To learn more please visit http www kaseya com To enhance our global support team we are hiring a Technical Support Expert - L1 with strong and proven customer services experience in the IT market to be based in our Bangalore India office The Technical Support Expert - L1 will build and expand upon our professional and quality support service to all Kaseya customers and ensure customer satisfaction by meeting or exceeding internal Service Level Agreement targets and expectations The successful candidate is expected to maintain a professional courteous and customer service focused attitude at all times If you are an overachiever with proven IT support experience who thrives in a fast-paced environment we want to speak with you Responsibilities To lead in the diagnosis and resolution of more complex user issues through the use of Kaseya standard Incident Management processes Ensure all case details are recorded correctly and professionally Assist in the development and implementation of new or improved service delivery strategies and initiatives Ensure that knowledge is transferred and shared within the team Assisting in the maintenance of all process documentation that is relevant to Kaseya and its customers Work within the development cycle to assist with product enhancements and improvements Qualifications Essential Minimum 3 years experience in a Technical Support Role or System Engineer Role Solid knowledge of 1 TCP IP protocol stack including addressing 2 TCP IP routing switching cabling internet protocols BGP ISIS and OSPF firewalls VPNs and load balancers 3 SQL databases 4 Microsoft Windows Server 5 General inter-networking e g Active Directory 6 Networking concepts and protocols such as DNS DHCP FTP TFTP HTTP iptables and PXE booting 7 Commands utilities including but not limited to Apache FTP telnet SSH SMTP POP IMAP Customer Centric Excellent listening skills Excellent communication skills both verbal and written English Strong Organizational prioritization and multitasking skills Excellent phone etiquette Excellent time management i e ability to prioritize tickets and complete research on time Ability to properly articulate ideas suggestions and provide positive constructive feedback Ability to work independently without direct supervision Willingness to work with team members or group to achieve common goals Willingness to liaise with other departments to achieve common goals Preferred Successful completion of the Kaseya Certified Administrator Certification KCA Solid In depth knowledge of Linux Unix and Windows environment Industry-accepted certifications or equivalent work experience in one or more of the following areas 1 A Hardware Software 2 Network 3 CCNA 4 Virtualization VMware Hyper-V 5 Linux 6 MCP MCTS or MCITP Windows Server2k8 Windows Server 2012 7 Server Additional Information Kaseya provides equal employment chance 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 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