Technical Support Engineer - L1

Kaseya Holdings Inc.

Job Overview

Location

Bangalore, India

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the first point of contact for Kaseya customers requiring technical assistance with IT management and cybersecurity software via phone, chat, and ticketing systems.
• Troubleshoot and resolve issues related to Windows and macOS operating systems, including system configuration, performance degradation, and application compatibility.
• Diagnose and resolve network connectivity problems using CLI tools such as ping, ipconfig, traceroute, and Nmap, with understanding of TCP/IP, DNS, DHCP, VLAN, NAT, and HTTP/HTTPS protocols.
• Analyze system logs beyond Windows Event Viewer, including Linux-based logs in /var/log/ and application-specific logs, to identify root causes of incidents.
• Perform basic Windows administration tasks including user and group management via Active Directory and Group Policy.
• Assist with patch management processes for operating systems and third-party applications, ensuring systems remain secure and compliant.
• Support customers with antivirus, antimalware, EDR, and MDR tool configurations and alerts, including Windows Defender and third-party endpoint security solutions.
• Interpret and apply Windows firewall rules to resolve connectivity and security-related issues.
• Read and write basic SQL queries to assist in data retrieval and troubleshooting within Kaseya’s platform and related databases.
• Understand and explain encryption concepts including SSL/TLS, certificate types, and public key infrastructure as they relate to secure communications.
• Maintain a customer-first attitude while adhering to internal KPIs for response time, resolution rate, and customer satisfaction.
• Work within a 24/7 rotational shift schedule to provide global support coverage, ensuring continuous service to customers across time zones.
• Collaborate with L2/L3 support teams to escalate complex issues while providing detailed documentation and context for faster resolution.
• Utilize Kaseya’s proprietary platform to monitor, manage, and remediate IT environments remotely for MSPs and enterprise clients.
• Deliver professional, courteous, and timely support across all customer interaction channels, fostering long-term client relationships.
• Participate in ongoing training to stay current with Kaseya product updates, security threats, and support best practices.
• Adhere to company policies and compliance standards while handling sensitive customer data and IT infrastructure details.
• Accept provided two-way transportation and meals as part of on-site work arrangements in Bengaluru.

🎯 Requirements

• 3–4 years of proven experience in IT technical support
• Excellent knowledge of Windows and macOS operating systems
• Hands-on experience troubleshooting network protocols (TCP/IP, DNS, DHCP, VLAN, NAT) using CLI tools
• Basic Windows administration skills including Active Directory and Group Policy
• Ability to read and write SQL queries
• Experience with antivirus, EDR, and firewall technologies

🏖️ Benefits

• Two-way transportation provided
• Food provided
• 24/7 rotational shift schedule with structured coverage
• Full-time employment with immediate start availability

Skills & Technologies

SSL

Remote

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Kaseya Holdings Inc.

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About Kaseya Holdings Inc.

Kaseya Holdings Inc. provides cloud-based IT management and security software for managed service providers and internal IT teams. Its platform integrates remote monitoring, endpoint management, backup, network administration, compliance, and cybersecurity tools into a unified system. The company serves small to midsize businesses and enterprises through subscription and perpetual licenses, supporting Windows, macOS, and Linux environments worldwide.

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