Onsite Support Engineer I

6 days ago

Fort Wayne, United States PATH FORWARD IT LLC Full time
_This is an on-site position travelling & supporting a variety of client sites_

_The right candidate will be central to Fort Wayne, South Bend, Indianapolis, IN or Chicago, IL_

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 in person/onsite or by phone as assigned

As a member of our Support Services team, an Onsite Support Engineer I provides technical support either in person or by phone, as assigned. This role follows documented procedures for support and ensures timely resolution of issues. The engineer is responsible for monitoring the ticket gateway and maintaining service level agreements (SLA) for tickets. They work to ensure efficient and effective support for all assigned tasks.

Important Attributes for a Path Forward IT Onsite Support Engineer I
All time is documented daily (activities, projects, tickets) in the moment of doing said task in the ticketing system
In progress tickets should be handed off and documented before the end of shift
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
Communicate with vendor(s) to resolve outage issues
Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)
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, mslookup, traceroute
Software as assigned

As a Path Forward IT Onsite Support Engineer I we're counting on you to:
Maintain established ticket SLAs as defined by Manager
Maintain established CSAT score as defined by Manager
Timesheet for current week submitted by end of shift Friday
Work and document established billable hours each week
Available for on-call when scheduled
Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly

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
Cell phone stipend
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._

Job Type: Full-time

Work Location: In person

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