Technical Support Engineer

About this role

Kaseya is seeking a Technical Support Engineer – L1 for its Orlando office to provide frontline support to customers worldwide using the company's AI-powered IT management platform. The role involves troubleshooting technical issues across multiple operating systems and infrastructure components while maintaining high customer satisfaction standards.

What you'll do

• Provide technical support to Kaseya customers via chat, phone, and tickets
• Troubleshoot issues across Windows, Linux/UNIX, and macOS environments
• Diagnose and resolve hardware, virtualization, networking, and storage problems
• Analyze system logs and perform BIOS/UEFI diagnostics
• Manage Active Directory permissions, Group Policy, and Windows Server administration
• Meet or exceed internal KPI targets and customer satisfaction expectations

What they're looking for

• Windows, Linux/UNIX, and macOS operating systems
• Virtualization technologies (VMware, Hyper-V)
• Linux command line and SSH troubleshooting
• Active Directory and Group Policy management
• Network troubleshooting (TCP/IP, DNS, DHCP, firewall configuration)
• Windows Server and hardware troubleshooting
• System log analysis and diagnostic tools
• Customer service and communication