Technical Support Engineer Tier I

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

Qualifications

• Introductory knowledge of Active Directory or Group Policy
• Would be a plus: 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
• Able to identify and troubleshoot failed patch installations
• Familiarity with software deployment and configuration using install switches
• Able to review and interpret logs and event data

Skills

• Customer service
• Helpdesk
• IT support
• Technical troubleshooting
• Software installation
• PowerShell scripting
• Windows operating systems
• MacOS and/or Linux environments
• System logs and event data interpretation
• Active Directory or Group Policy
• Patch management or endpoint management tools
• Windows Server environments
• IT security principles
• Software deployment and configuration

Benefits

• 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