Onsite Support Engineer II

2 weeks ago

Philadelphia, United States PATH FORWARD IT LLC Full time
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 II whose primary responsibility is to provide technical support both onsite and via phone, for a particular client of ours, ensuring timely ticket resolution and maintaining service level agreements (SLAs). This role involves troubleshooting, documentation, and building client relationships while managing technical infrastructure at assigned locations.

As a member of our IT Support team, a Support Engineer II provides technical support in person/onsite or by phone as assigned. The role is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket SLA, following established workflows and procedures relating to ticketing system.

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

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 weeks and all hands on deck outages
Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly

And of course, your technical skills This should include:

Ticketing software - Incident management and allocating time to tickets being worked
Remoting into systems, push scripts and run action creations
Active Directory - Strong knowledge of how domain controllers work, group policy and security groups
Virtualization - Strong knowledge of VMware/Hyper-V for user incident support and operational support
Microsoft Windows/Servers - Strong knowledge of MS Windows, differentiate between physical/virtual servers, strong knowledge in server patching & maintenance, can add new drivers to print servers
Networking - Strong knowledge of network troubleshooting skills, DHCP &DNS, ability to identify VLAN issues, and circuit/ISP issues
Strong knowledge of AzureAD and Microsoft 365
Microsoft Servers and Network Equipment - Installation, troubleshooting and ongoing training
Proficiency with central repository for project documentation
Maintain strong knowledge of technical infrastructure (servers, network, applications, etc.) for specific client assignment(s)
Software as assigned

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

All time is documented daily (activities, projects, tickets) in the moment of doing said task in ticketing system
In progress tickets should be handed off and documented before the end of shift
Monitor the ticket gateway and designated queues
Resolve escalation from the Level I team as assigned
Escalate issues as documented in IT Glue
Document new customer findings by creating or updating articles in IT Glue
Logged into phone system to answer incoming calls
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

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.

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