Technical Support Engineer - L1

Job Title: Technical Support Engineer - L1

Location & Mode: Bangalore - Onsite (No Hybrid/ WFH)

Duration: Full-Time Shift:24/7

Skills Required: Networking (DNS), Operating Systems (Windows Server), Ticketing Tools

Availability: Immediate – 30 days

Logistics: Cabs, Food, and other benefits provided

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. Graduating December 2023 with your associate or bachelor's degree in business administration, Information Technology preferred, or equivalent experience.

2. Previous experience of 2-3 year 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.