Level 1 Support Technician - Kaseya Tool - MSP

Level 1 Support Technician – Kaseya Tool – MSP

Dublin

30,000 – 35,000 Euro + uncapped commission

Hybrid working – 3 days per week onsite

Responsibilities:

• Respond to and resolve Level 1 support tickets within SLA
• Accurately log Incidents and Requests in the PSA tool (Autotask)
• Perform basic troubleshooting for software, hardware, and network issues
• Provide first-line support for Active Directory and Office 365 user management
• Escalate unresolved issues to Level 2 support when necessary
• Document resolutions and update Knowledge Articles in ITGlue
• Maintain high-quality ticket handling and ensure clear communication with users
• Support efforts to reduce repeat issues through proactive problem-solving
• Deliver excellent customer service, ensuring a positive end-user experience
• Work independently and take initiative to improve service delivery

Requirements:

• 1+ year in an IT support role (MSP experience is an advantage)
• Strong troubleshooting skills with a problem-solving mindset
• Fluent English with excellent written and verbal communication skills
• IT qualification (Diploma/Degree) or relevant certifications
• Microsoft certifications are desirable
• A proactive, team-oriented approach with a willingness to learn

Technical Skills:

• Basic Active Directory and Office 365 Administration
• Fundamental networking knowledge (IP addressing, DHCP, DNS)
• Desktop troubleshooting for Windows and Mac environments
• Basic firewall and security awareness
• Understanding of backup solutions and troubleshooting common issues
• Experience with Kaseya or other RMM tools is an advantage

Excellent Benefits:

• Hybrid working 2 days per week working from home
• 24 days holiday + BH
• 1.5% Pension
• Social Club
• Corporate career path – structured progression