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Onsite Support Engineer I

2 months ago

Memphis, United States PATH FORWARD Full time
Job DescriptionJob DescriptionDescription:

Grow your IT career with us

· Do you enjoy technical troubleshooting and problem solving?

· Do you want to surround yourself with passionate, knowledgeable IT experts?

· Are you a strong communicator who thrives when helping others?

· Are you looking for a company that values its employees and its culture?


This could be a good fit for you - and for us

Path Forward IT (PFIT), a Blue Alliance company, is a national IT services provider with origins in healthcare IT. Since 2002, Path Forward IT has been troubleshooting, architecting, migrating, protecting, and securing IT environments for healthcare practices and businesses across a multitude of high-impact industries. At Path Forward IT, we are looking for the right person to fill the role of Onsite Support Engineer I whose primary responsibility is to provide technical support for our client in the Memphis, TN area.


As a member of our Support Engineer team, an Onsite Support Engineer I is responsible for following the documented procedures for support, as well as monitoring the ticket gateway, while maintaining ticket and phone SLAs. This Support Engineer is dedicated support for one client in particular and will work with the team of other dedicated engineers for the client.


Important Attributes for a Path Forward IT Onsite Support Engineer I:

• Keen ability to troubleshoot IT issues and dedication to follow an issue all the way to its resolution

• Excellent written and verbal communication with team members and partners

• A willingness and commitment to learn new things and grow new skill sets

• Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)

• Complete annual goals and objectives as set in HRIS

• 100% client assigned location(s), commuting and/or walking to and from client buildings as required based on service requests


And of course, your technical skills This should include:

· Ticketing software - Incident management and allocating time to tickets being worked

· Remoting into systems, push approved scripts and run action creations

· Active Directory - Basic knowledge of security groups, group policy fundamentals, and how domain controllers work

· Virtualization - Basic knowledge of VMware/Hyper-V for user incident support

· Microsoft Windows/Servers - Basic knowledge of MS Windows, differentiate between physical/virtual servers, knowledge in patching and maintenance

· Networking - Basic knowledge of network troubleshooting skills, DHCP & DNS, understanding of ping, MS lookup, traceroute

· Software as assigned


As a Path Forward IT Onsite Support Engineer I, we’re counting on you to:

• Maintain established call and ticket SLAs as defined by Manager

• Maintain established CSAT score as defined by Manager

• Timesheet for current week submitted by end of shift

• Work and document established billable hours each week

• Available for on-call when scheduled

• Monitor the ticket gateway and designated queues

• Escalate issues as documented in IT Glue

• Document new customer findings by creating or updating articles in IT Glue


Why would You want to work with Us?

Being part of the Path Forward IT team, a Blue Alliance partner, means more opportunities to learn and grow professionally, with access to hundreds of peers and specialists across the country. Working within the Blue Alliance family provides the best of both worlds – the small team feel and client interactions of a local MSP with the resources and opportunities of a world-class, global IT firm.

Benefits of working at Path Forward IT:

· Be part of a fun, awesome team

· 9 paid holidays

· 401K Retirement with matching contributions

· Excellent medical, vision and dental insurance

· Life insurance and disability insurance

· 3 weeks PTO


Top Reasons our Employees Love Being Part of the Blue Alliance Family:

1. Entrepreneurial Culture

2. Fast-paced Flow, with a Variety of Projects

3. Collaborative Work Environment

4. Training & Certifications

5. Career Growth Opportunities


Ready for the next step?

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.


Please be advised we, Path Forward IT, participate in E-Verify.

Requirements: