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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. 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.
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 to resolve technical issues and improve customer satisfaction.
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