Support Engineer: IT Helpdesk & Onsite Support

Blue Alliance; Northern Ireland; On-site; GBP 44,000 - 59,000; Full time

Job summary

Path Forward IT, a Blue Alliance company, seeks a Support Engineer I to provide technical assistance by phone or ticketing system, with onsite support as needed for healthcare clients. You will follow documented procedures, monitor ticket queues, and maintain SLAs.

This role involves documenting work in IT Glue, building client rapport during onsite visits, and traveling 50-75% as required while collaborating with a national MSP network to deliver reliable, patient-centered IT services.

Qualifications

• Experience with ticketing systems and maintaining SLAs.
• Willingness and ability to travel 50–75% for onsite support as needed.
• Familiarity with Windows servers, AD, and basic networking.
• Ability to document and update procedures and knowledge bases.

Responsibilities

• Document all time daily in the ticketing system in real time.
• Ensure in-progress tickets are properly documented and handed off before shift end.
• Monitor ticket gateway and designated queues.
• Escalate issues according to documented procedures in IT Glue.
• Create or update documentation in IT Glue based on new findings.
• Build client rapport during onsite assignments through troubleshooting and direct interaction.
• Travel 50-75% as required.

Skills

Ticketing software

Remote support

Active Directory

VMware/Hyper-V

Windows servers

Networking basics

Tools

IT Glue

Job description

Path Forward IT, a Blue Alliance company, seeks a Support Engineer I to provide technical assistance by phone or ticketing system, with onsite support as needed for healthcare clients. You will follow documented procedures, monitor ticket queues, and maintain SLAs.

This role involves documenting work in IT Glue, building client rapport during onsite visits, and traveling 50-75% as required while collaborating with a national MSP network to deliver reliable, patient-centered IT services.