Customer Support Engineer

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.

Job Description

To enhance our global support team, we are hiring a Customer Support Engineer with strong and proven customer services experience in the IT market to be based in our Bangalore, India office. The Customer Support Engineer 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 Sr. Technical Support Role or Sr. 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+