Tier 1 Technical Support and On-Site Engineer

You will be the go-to person for quick, effective, and friendly support-whether assisting with logins, resolving performance issues, or helping employees get set up with new devices., Desktop & Laptop Support

• Diagnose and resolve computer performance issues, including slowness, freezes, crashing applications, and system errors.
• Troubleshoot and resolve hardware concerns such as failing components or device connectivity problems.
• Assist with the setup and configuration of peripherals including keyboards, mice, monitors, docking stations, headsets, and webcams.

Login & Access Support

• Help users with password resets and account recovery.
• Provide support for Microsoft 365 sign-in issues, MFA prompts, and access challenges.
• Troubleshoot user account issues using basic administrative tools.

Software Assistance

• Support users with Microsoft Office applications (Outlook, Excel, Word, Teams, OneDrive, etc.).
• Troubleshoot general software errors, crashes, and functionality issues.
• Assist with installation, configuration, and updates of standard business applications.
• Support printer and scanning software setup and connectivity.

Internet & Connectivity Troubleshooting

• Provide hands-on Wi-Fi connection assistance for laptops and mobile devices.
• Troubleshoot basic network issues impacting user connectivity.
• Offer support for VPN login issues, access failures, and client-side configuration.

Device Setup & Onboarding

• Prepare and deploy new computers for employees, including OS setup, updates, and application installation.
• Configure peripherals and ensure full workstation readiness.
• Assist with onboarding tasks such as user setup and device walk-throughs.

Printer & Hardware Troubleshooting

• Diagnose and resolve common printer issues including paper jams, offline errors, and scanning malfunctions.
• Assist with printer driver installation, connectivity setup, and user access.
• Provide basic troubleshooting for other office equipment as needed.

On-the-Spot Support Requests

• Offer walk-up IT assistance for employees needing immediate help.
• Triage urgent issues and escalate when necessary.
• Maintain a helpful, friendly presence as the onsite technical resource.

Escalation & Coordination

If an issue cannot be resolved immediately onsite, the technician will:

• Create a service ticket
• Escalate to Tier 2 / Tier 3 engineers when needed
• Coordinate follow-ups and scheduling
• Act as an onsite liaison with the ThinkTech IT remote support team

• 1-3 years of hands-on IT support experience preferred.
• Strong knowledge of Windows and/or macOS environments.
• Experience with Microsoft 365, Outlook, Teams, and standard office applications.
• Ability to troubleshoot hardware, software, and connectivity issues efficiently.
• Excellent communication, patience, and customer service skills.
• Ability to prioritize tasks and work independently.