[Remote] Technical Support Engineer Tier I - North Carolina
Note: The job is a remote job and is open to candidates in USA. Action1 is an autonomous endpoint management platform trusted by thousands of organizations, including many Fortune 500 companies. They are seeking a Technical Support Engineer Tier I to provide efficient technical support, troubleshoot customer issues, and 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
Skills
- 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
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.
Company Overview
- Autonomous endpoint management with a scalable and secure cloud-native platform configurable in 5 minutes, with no VPN needed It was founded in 2018, and is headquartered in Houston, Texas, USA, with a workforce of 51-200 employees. Its website is https://www.action1.com.