Support Engineer II

Description

Support Engineer II

Location: Remote

About The Role

Path Forward IT is seeking a Support Engineer II to provide intermediate technical support primarily by phone and ticketing system, with occasional onsite assignments. The role is responsible for following established procedures, monitoring ticket queues, and maintaining service level agreements (SLAs) for tickets and calls.

Key Responsibilities

• 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 (in-person troubleshooting, site walkthroughs, client interaction).
• Travel up to 25–50% as assigned.

Expectations

• 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.

Technical Proficiencies

• Ticketing software: Incident management and time tracking.
• Remote support: Running scripts and pushing actions.
• Active Directory: Strong knowledge of domain controllers, group policy, and security groups.
• Virtualization: Strong knowledge of VMware/Hyper-V for incident and operational support.
• Microsoft Windows/Servers: Strong knowledge of patching, maintenance, and differentiating physical/virtual servers; ability to add new drivers to print servers.
• Networking: Strong troubleshooting skills (DHCP, DNS, VLAN, and circuit/ISP issues).
• AzureAD and Microsoft 365: Strong working knowledge.
• Microsoft Servers and Network Equipment: Installation, troubleshooting, and training.
• Project Documentation: Proficiency with central repositories for project documentation.
• Maintain a strong understanding of technical infrastructure (servers, networks, and applications).
• Software as assigned.

Physical Requirements

• 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).

Why Join Path Forward IT?

Path Forward IT, a Blue Alliance company, is a nationally recognized managed services provider (MSP) that exclusively supports the healthcare industry. Ranked among the top 15% of MSPs nationwide, we deliver world-class IT services that ensure technology never stands in the way of patients receiving the care they need. Our work is driven by urgency, empathy, and a patient-centered mindset. We understand the critical nature of healthcare operations and prioritize our work to empower providers to focus on what matters most: delivering exceptional care. Founded in 2002, Path Forward IT has grown to a team of over 100 professionals located across 40+ states. We foster a collaborative, career-focused culture where team members thrive. Many of our employees have been with us for years, and we regularly celebrate 5- and 10-year milestones.

A Team Environment Built For Growth

Joining Path Forward IT means working alongside IT specialists supporting complex, enterprise environments. As part of the Blue Alliance network, you gain access to a community of hundreds of peers and experts across the country. This means more opportunities for learning, professional development, and career advancement without losing the close-knit feel of a smaller team.You’ll enjoy the best of both worlds:

• The autonomy and client engagement typical of a local MSP
• The resources, support, and structure of a leading national IT services organization

A Unique Opportunity Through Blue Alliance

As a Blue Alliance partner company, Path Forward IT provides team members with unmatched opportunities to learn, lead, and succeed. Each company in the network maintains its unique identity while working toward shared goals. If you’re looking to make a meaningful impact and grow your career in a supportive, future-focused environment, this is the place for you.

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.