Customer Support Engineer

Kaseya

Bangalore, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/13/2021
  • Website: kaseya.com
  • Company Address: One Custom House Plaza, IFSC, Dublin

About Kaseya

Kaseya® is the leading provider of complete IT infrastructure management solutions for managed service providers (MSPs) and internal IT organizations. Through its open platform and customer-centric approach, Kaseya delivers best in breed technologies that allow organizations to efficiently manage, secure, automate and backup IT. Kaseya IT Complete is the most comprehensive, integrated IT management platform comprised of industry leading solutions from Kaseya, Unitrends, Rapidfire Tools, Spanning Cloud Apps, IT Glue and ID Agent. The platform empowers businesses to: command all of IT centrally; easily manage remote and distributed environments; simplify backup and disaster recovery; safeguard against cybersecurity attacks; effectively manage compliance and network assets; streamline IT documentation; and automate across IT management functions. Headquartered in Dublin, Ireland, Kaseya is privately held with a presence in over 20 countries.

Job Description

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.

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:
  • TCP/IP protocol stack including addressing
  • TCP/IP, routing, switching, cabling, internet protocols (BGP,ISIS, and OSPF), firewalls, VPNs, and load balancers
  • SQL databases
  • Microsoft Windows Server
  • General inter-networking (e.g Active Directory)
  • Networking concepts and protocols such as DNS, DHCP, FTP, TFTP, HTTP, iptables and PXE booting.
  • 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:
  • A+ Hardware/Software
  • Network +
  • CCNA
  • Virtualization (VMware, Hyper-V)
  • Linux+
  • MCP, MCTS or MCITP (Windows Server2k8, Windows Server 2012)
  • Server+ 
Kaseya provides equal employment opportunity to all employees and applicants without regard to  race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status,  marital status, or any other characteristic protected by applicable law.
 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.