Technical Support Engineer Tier 1 - USA
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What you'll do
- Provide timely, efficient technical support with prompt responses to customer inquiries.
- Troubleshoot and resolve customer issues via phone and other communication channels.
- Follow up with customers post-troubleshooting to ensure full product functionality.
- Collaborate with the engineering team to address complex technical challenges.
- Work closely with the product team, incorporating customer feedback into product improvements.
- Build and maintain an internal knowledge base with useful guides and solutions.
- Continuously refine and enhance the customer support process for better efficiency.
- Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams.
- Participate in customer meetings when needed to troubleshoot and resolve issues directly.
What they're looking for
- Have strong expertise in Microsoft Windows operating systems.
- Ability to identify and troubleshoot failed patch installations.
- Be familiar with PowerShell scripting and able to understand basic scripts.
- Proficiency in Mac OS and/or Linux platforms.
- Demonstrate knowledge of software deployment and configuration using install switches.
- Be skilled in reading, writing, modifying, and backing up the Windows registry.
- Have previous experience in technical support or customer service roles.
- Possess excellent problem-solving and communication skills, working effectively with customers and internal teams.
- Have solid experience troubleshooting software issues across various environments.
Nice to have
- Experience with patch management solutions.
- Ability to analyze and interpret logs and event data.
- Knowledge of Windows Group Policy configuration and management.
- Familiarity with Windows servers and server management.
- A basic understanding of the Windows Security model and related protocols.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Who we are:
Action1 reinvents patching with an infinitely scalable, highly secure, cloud-native platform configurable in 5 minutes — it just works and is always free for the first 200 endpoints, with no functional limits. Featuring unified OS and third-party patching with peer-to-peer patch distribution and real-time vulnerability assessment with no VPN needed, it enables autonomous endpoint management that preempts ransomware and security risks, all while eliminating costly routine labor. Trusted by thousands of enterprises managing millions of endpoints globally, Action1 is certified for SOC 2 and ISO 27001.
The company is founder-led by industry veterans Alex Vovk and Mike Walters, who founded Netwrix, which has grown into a multi-billion-dollar industry-leading cybersecurity company.
Introduction: We're currently seeking a Technical Support Engineer Tier I to provide exceptional support and customer service to Action1 clients.
What you'll do:
- Provide timely, efficient technical support with prompt responses to customer inquiries.
- Troubleshoot and resolve customer issues via phone and other communication channels.
- Follow up with customers post-troubleshooting to ensure full product functionality.
- Collaborate with the engineering team to address complex technical challenges.
- Work closely with the product team, incorporating customer feedback into product improvements.
- Build and maintain an internal knowledge base with useful guides and solutions.
- Continuously refine and enhance the customer support process for better efficiency.
- Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams.
- Participate in customer meetings when needed to troubleshoot and resolve issues directly.
Requirements
What we're looking for:
- Have strong expertise in Microsoft Windows operating systems.
- Ability to identify and troubleshoot failed patch installations.
- Be familiar with PowerShell scripting and able to understand basic scripts.
- Proficiency in Mac OS and/or Linux platforms.
- Demonstrate knowledge of software deployment and configuration using install switches.
- Be skilled in reading, writing, modifying, and backing up the Windows registry.
- Have previous experience in technical support or customer service roles.
- Possess excellent problem-solving and communication skills, working effectively with customers and internal teams.
- Have solid experience troubleshooting software issues across various environments.
Would be a plus:
- Experience with patch management solutions.
- Ability to analyze and interpret logs and event data.
- Knowledge of Windows Group Policy configuration and management.
- Familiarity with Windows servers and server management.
- A basic understanding of the Windows Security model and related protocols.
Benefits
What we offer:
- Engaging challenges and opportunities to solve real-world problems.
- Continuous professional growth and learning with cutting-edge technologies.
- A stable income, flexible working hours, and opportunities for advancement.
- A supportive and collaborative team of skilled professionals.
- A remote-first culture, offering flexibility and work-life balance.
Join Action1 and be a driving force behind our success!
Company
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