Analyst, Tier 1

The role

This person will monitor, troubleshoot, and support Windows-based infrastructure, servers, workstations, applications, and network environments. They will own incidents from identification through resolution to ensure SLA compliance.

What you will do

• Monitor and support servers, workstations, applications, and network devices across customer environments.
• Own endpoint alerts and incidents from initial verification through troubleshooting, resolution, escalation, and closure.
• Diagnose and resolve Windows operating system, networking, patching, backup, replication, performance, and application-related issues.
• Analyze event logs, system logs, crash dumps, and application logs to determine root causes.
• Prioritize, manage, and escalate incidents based on business impact while ensuring SLA compliance.
• Follow established SOPs, runbooks, ITIL processes, and escalation procedures.
• Maintain accurate incident records, RCA documentation, and knowledge base articles.
• Collaborate with Technical Leads and Managers to resolve complex technical issues.

Required qualifications

• 4–6 years of experience in NOC, technical support, systems administration, or remote Windows infrastructure management.
• Strong knowledge of Windows Server, Active Directory, networking fundamentals, and Microsoft ecosystem technologies.
• Hands-on experience troubleshooting authentication, Group Policy (GPO), Windows patching, replication, backup, performance, operating system, and service-related issues.
• Strong understanding of ITIL processes, incident management, SLAs, escalation management, and operational support procedures.
• Experience using remote monitoring and management (RMM) tools.
• Excellent troubleshooting, root cause analysis, technical documentation, and customer communication skills.
• Willingness to work night shifts and weekend schedules as required by business needs.
• Ability to work 100% onsite from Bengaluru, India.

Nice to have

• Experience working in Managed Service Provider (MSP) or enterprise NOC environments.
• Familiarity with Kaseya platforms such as VSA, BMS, IT Glue, or related monitoring and automation tools.
• Experience supporting multi-customer environments with competing priorities and incident queues.
• Knowledge of backup and disaster recovery solutions.
• Strong analytical mindset with the ability to independently manage multiple concurrent incidents.
• Demonstrated commitment to continuous learning, process improvement, and knowledge sharing.
• Professional customer service orientation with excellent written and verbal communication skills.

About the company

Kaseya is a provider of AI-powered IT management and cybersecurity software serving Managed Service Providers and internal IT organizations. The company supports customers in more than 20 countries and manages over 15 million endpoints worldwide.