Technical Support  

Key Responsibilities

• Provide technical support to customers concerns via phone, email or remote access.
• Document detailed failure and solution information within cases and;
• Participate in group problem-solving meetings to overcome challenging issues.

• Ability to support Windows, Mac OS, and Linux devices including understanding the package manager of each OS and how devices receive updates
• Knowledge of how to troubleshoot update deployments for Windows, Mac, and Linux operating systems
• Knowledge of how to set up and effectively configure anti-virus solutions
• Knowledge of how to set up and effectively configure Endpoint Protection Platform (EPP)
• Basic knowledge of an EPP and how it interacts with scripts run on devices
• Basic understanding of proxy and firewalls
• Knowledge of configuration and use of one or more of the following: JAMF, WSUS, SCCM, and MDMs
• Ability to read, write, execute and troubleshoot SQL scripts
• Ability to read, write, execute and troubleshoot bash scripts
• Ability to read, write, execute and troubleshoot PowerShell scripts
• Ability to read, write, and understand API scripts
• Ability to read JSON files
• Strong problem troubleshooting skills with the ability to quickly diagnose the root cause of a problem and develop an acceptable solution or workaround
• The ability to effectively and clearly communicate technical and non-technical information both verbally and in written format
• Ability to write accurate, clear, and detailed customer-facing knowledge base articles
• Ability to lead remote sessions with Automox customers and partners to provide assistance or solve problems
• Knowledge of how to troubleshoot update deployments for Windows, Mac, and Linux operating systems including understanding the package manager for each OS and how devices receive updates

It's a plus to have:

• Functional and technical knowledge of the Automox platform