Support Engineer II

Blue Alliance

Provide intermediate technical support primarily by phone and ticketing systems at Path Forward IT. Responsible for maintaining service level agreements and building client rapport during onsite visits.

Posted 6/9/2026full-timeRemote • New Mexico • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

DNSVMware

About the role

Key responsibilities & impact

Provide intermediate technical support primarily by phone and ticketing system
Follow established procedures, monitor ticket queues, and maintain service level agreements (SLAs)
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
Resolve escalations from the Level I team as assigned
Create or update IT Glue articles with new customer findings
Assist with ISP and vendor calls for service outages
Build client rapport during onsite visits
Travel up to 25–50% as assigned
Maintain established call and ticket SLAs as defined by manager
Maintain customer satisfaction (CSAT) scores as defined by manager
Submit weekly timesheets by end of shift Friday
Work and document established billable hours each week
Be available for on-call weeks and company-wide outage responses
Meet annual goals and objectives set in HRIS with quarterly reviews

Requirements

What you’ll need

Strong knowledge of Incident management and time tracking
Running scripts and pushing actions for remote support
Strong knowledge of domain controllers, group policy, and security groups in Active Directory
Strong knowledge of VMware/Hyper-V for incident and operational support
Strong knowledge of patching, maintenance, and differentiating physical/virtual Microsoft Windows/Servers; ability to add new drivers to print servers
Strong troubleshooting skills (DHCP, DNS, VLAN, and circuit/ISP issues)
Strong working knowledge of AzureAD and Microsoft 365
Installation, troubleshooting, and training on Microsoft Servers and Network Equipment
Proficiency with central repositories for project documentation
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)

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementtime trackingremote supportActive DirectoryVMwareHyper-VMicrosoft WindowsMicrosoft ServersAzureADMicrosoft 365

Soft Skills

customer satisfactioncommunicationtroubleshootingrapport buildingdocumentationtime managementteam collaborationescalation managementproblem-solvingadaptability