Key skills
PowerShellActive DirectoryCommunication
About this role
Action1 is an autonomous endpoint management platform trusted by thousands of organizations, including many Fortune 500 companies. The Technical Support Engineer Tier I will provide timely and efficient technical support, troubleshoot customer issues, and maintain an internal knowledge base to enhance the customer support process.
Responsibilities:
- 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
- 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:
- Have a foundational understanding of Microsoft Windows operating systems
- Show interest in troubleshooting software and resolving patching issues
- Have basic exposure to PowerShell (e.g., reading or running simple scripts)
- Be familiar with macOS and/or Linux environments
- Understand basic software installation processes (installers, setup steps, configurations)
- Have experience in customer service, helpdesk, or IT support roles
- Demonstrate strong communication and problem-solving skills
- Be motivated to learn and grow within a technical support role
- Introductory knowledge of Active Directory or Group Policy
- Exposure to patch management or endpoint management tools
- Basic familiarity with system logs or tools like Windows Event Viewer
- Exposure to Windows Server environments
- Basic understanding of IT security principles
- Ability to identify and troubleshoot failed patch installations
- Familiarity with software deployment and configuration using install switches
- Ability to review and interpret logs and event data