Description

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.

An ideal candidate will have:

• 1–3 years of professional experience in a Technical Support, Help Desk, or IT Support role.
• 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

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
• Ability to identify and troubleshoot failed patch installations