On-site Support Engineer I

4 weeks ago

Cincinnati, United States PATH FORWARD IT LLC Full time
Grow your IT career with us

Increase your chances of reaching the interview stage by reading the complete job description and applying promptly.

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 On-site Support Engineer I whose primary responsibility is to provide technical support to a client of ours in the Cincinnati, Ohio.

As a member of our Support team, an On-site Support Engineer I is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket and phone SLA. The On-site Support Engineer I is part of a robust team spanning technical levels which allow for support and escalation required for superior service experience. Individuals in this role are highly communicative and able to build relationships through concierge level service and meaningful exchanges with our clients and internal teams.

Important Attributes for a Path Forward IT On-site Support Engineer I:

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 on Friday
Work and document established billable hours each week
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 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 On-site Support Engineer I, we’re counting on you to:

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
Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)
To be on-site each day to support the client with any and all technical issues

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:

Entrepreneurial Culture
Fast-paced Flow, with a Variety of Projects
Collaborative Work Environment
Training & Certifications
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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