3rd Shift Support Engineer I (remote)
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 Support Engineer I whose primary responsibility is to provide technical support primarily by phone or by ticket, but may be asked to go onsite as needed As a member of our Support team, a Support Engineer I is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket and phone SLA. The 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 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 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.) ? Travel up to 10% when assigned 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. Apply Job!