Blue Alliance

Support Engineer I

Blue Alliance

full-time

Posted on:

Origin:  • 🇺🇸 United States • Ohio

Visit company website
✨ AI Apply
Manual Apply

Job Level

Mid-LevelSenior

Tech Stack

DNSJavaScriptVMware

About the role

  • Support Engineer I role at Path Forward IT providing technical support by phone and ticketing system with occasional onsite assignments. Follow established procedures, monitor incoming support requests, ensure service levels are met for tickets and phone calls. Document and handoff tickets, create/update IT Glue articles, escalate issues, build client rapport onsite. Travel up to 25–50% as assigned. Work in healthcare-focused MSP supporting complex enterprise environments.

Requirements

  • Document all activities, projects, and tickets daily in the ticketing system. Handoff and document in-progress tickets before the end of each shift. Monitor ticket gateway and designated queues. Escalate issues according to IT Glue documentation. Create or update IT Glue articles with new customer findings. Build client rapport during onsite assignments (troubleshooting, walkthroughs, client interaction). Travel up to 25–50% as assigned. Maintain established SLA requirements for calls and tickets. Achieve customer satisfaction (CSAT) scores as defined by manager. Submit weekly timesheets by end of shift on Friday. Work and document established billable hours each week. Meet annual goals and objectives set in HRIS with quarterly reviews. Ticketing software: Incident management and time tracking. Remote support: System access, running scripts, and pushing actions. Active Directory: Security groups, group policy fundamentals, domain controller basics. Virtualization: VMware/Hyper-V for user incident support. Microsoft Windows/Servers: Differentiating physical/virtual servers, patching, maintenance. Networking: Troubleshooting basics (DHCP, DNS, ping, nslookup, traceroute). Ability to handle equipment, talk, hear, read, write, and interpret documents. Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).