Technical Support Engineer

Support first-line IT customers with end-to-end remote fixes, account security response, and hands-on troubleshooting for devices and networks.

Responsibilities

• Answer new support tickets and phone calls; keep each open ticket moving until the issue is resolved and the customer confirms it works.
• Provide end-to-end remote troubleshooting by connecting to customer computers through NinjaOne; include command prompt steps, PowerShell output, and screenshots for the record.
• Set up new computers and user accounts: install security and management tools, join devices to Microsoft 365, and apply standard settings.
• Administer Microsoft 365 and Google Workspace accounts for new hires and departures; manage licenses, passwords, and multi-factor sign-in.
• Respond to Huntress security alerts (for example, unusual sign-ins or disabled antivirus) using the support playbook, escalating quickly when it matters.
• Handle compromised accounts and devices: lock accounts, revoke sessions, reset passwords and multi-factor sign-in, check for malicious mailbox rules, and clean up computers after isolation.
• Troubleshoot printers and scanners, including network printers, shared printers, and drivers.
• Diagnose network issues at the desk: Wi-Fi, switch ports and PoE, IP addressing, mapped drives, and network storage; determine whether the issue is the internet provider, the office network, or the computer.
• Fix email delivery problems such as bounces and sending limits; understand how SPF, DKIM, and DMARC impact delivery.
• Support OneDrive, SharePoint, and Teams, including file sync, sharing permissions, and call quality.
• Restore lost email and files using Microsoft 365 backups.
• Keep computers patched and healthy; diagnose hardware problems on Windows laptops, Surfaces, and Mac devices.
• Coordinate with outside vendors (internet providers, phone providers, software vendors) and understand responsibility boundaries.
• Run recurring checks: device health, license counts compared to what customers pay for, and email security reports.
• Document every ticket with clear public notes; when a solution repeats, convert it into a knowledge base article.

Requirements

• At least 2 years of help desk or support experience.
• Strong Windows 10 and 11 troubleshooting, including performance, hardware, and printing issues.
• Solid macOS support experience, including setup, troubleshooting, and Microsoft 365 on a Mac.
• Hands-on Microsoft 365 administration: Exchange Online, Entra ID, OneDrive, SharePoint, Teams, and licensing.
• Hands-on Google Workspace administration: users, groups, email, Drive sharing, and security settings.
• Device management experience enrolling and managing Windows, Mac, and mobile devices through Intune (or similar), including Autopilot, compliance policies, and app deployment.
• Working knowledge of networking: IP addressing, DHCP, DNS, VLANs, Wi-Fi, switches, and firewalls.
• Experience responding to security incidents such as compromised accounts and malware, not just reading alerts.
• Experience with a remote management tool such as NinjaOne, Datto, or ConnectWise.
• Clear, friendly written and spoken English.

Technologies

• NinjaOne, PowerShell, Command Prompt
• Microsoft 365 (Microsoft Exchange Online, Entra ID, OneDrive, SharePoint, Teams)
• Google Workspace
• Huntress
• Intune, Autopilot
• Datto, ConnectWise
• Networking: DHCP, DNS, VLANs
• Email authentication: SPF, DKIM, DMARC
• OS: Windows 10, Windows 11, macOS
• Microsoft 365 backups

Benefits

• Paid time off
• Retirement plan

Schedule and Work Details

• Full time, Monday to Friday, about 8:00 to 17:00 Pacific
• Work Location: In person (onsite)
• Company laptop provided
• Two-month evaluation period for both sides, with a pay review at the end
• Pay for certification exams; uses AI tools such as Claude every day to work faster
• Location: Bend, OR
• Salary: USD 25 per hourly
• Expected hours: 40.0 per week
• Benefits included: Paid time off, retirement plan

What Good Looks Like

• Customers do not have to chase updates; the team communicates when waiting on either side.
• Every ticket receives an update before end of day, including “still working on it.”
• Tickets close only after customer confirmation.
• Remote sessions do not end mid-fix without explaining what was done and what comes next.
• Findings are recorded in the ticket where customers and the team can see them.
• Time is logged accurately because some customers bill based on it.
• Reachable in team chat during Pacific business hours.
• If blocked for about 30 minutes, the support engineer asks for help.

Nice to Have

• Scripting in PowerShell or Bash to automate routine fixes and checks
• Huntress (or another security tool)
• Bitdefender
• Active Directory and Windows Server
• UniFi or Cisco networking
• Email authentication: SPF, DKIM, DMARC
• Microsoft 365 backup tools
• HIPAA experience with healthcare or dental offices
• Phones and tablets
• Any CompTIA, Microsoft, or Cisco certification

How to Apply

• Apply with your resume and a short note describing one support problem you solved and how you explained the fix to the customer.
• Shortlisted candidates complete a practical test (about 60 to 90 minutes): a live remote session on a staged problem, a compromised account scenario, and a written customer reply.