Hybrid IT Support Engineer II — CSAT & SLA Focus

Path Forward LLC; Cincinnati (OH); Hybrid; USD 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

9 paid holidays

401K Retirement with matching

Excellent medical, vision and dental

Life insurance and disability

Cell phone stipend

3 weeks PTO

Zusammenfassung

Path Forward IT, a Blue Alliance member, is seeking a Support Engineer II in Cincinnati, OH with hybrid work (every other Friday onsite) to provide intermediate technical support by phone and ticketing system, and occasional onsite assignments. You will document activities, monitor SLAs, and escalate as needed.

The role requires strong knowledge of Windows servers, AD, virtualization, networking, and Azure/M365, plus solid remote support and customer-facing skills.

Qualifikationen

• Experience providing intermediate technical support via phone and tickets.
• Familiarity with ITSM processes and SLAs.
• Ability to travel 25-50%.
• Strong documentation practices.
• Experience with Windows servers and virtualization.

Aufgaben

• Document activities, projects, and tickets daily in the ticketing system.
• Handoff and document in-progress tickets before shift end.
• Monitor ticket gateway and queues; escalate per IT Glue guidelines.
• Resolve escalations from Level I as assigned.
• Assist with ISP and vendor calls for outages.
• Travel to client sites for onsite visits and troubleshooting.

Kenntnisse

Active Directory

VMware/Hyper-V

Windows Server

Networking (DHCP/DNS/VLAN)

AzureAD & Microsoft 365

Remote support

IT ticketing

Documentation

Customer service

Tools

IT Glue

Ticketing software

Remote scripting

Jobbeschreibung

Path Forward IT, a Blue Alliance member, is seeking a Support Engineer II in Cincinnati, OH with hybrid work (every other Friday onsite) to provide intermediate technical support by phone and ticketing system, and occasional onsite assignments. You will document activities, monitor SLAs, and escalate as needed.

The role requires strong knowledge of Windows servers, AD, virtualization, networking, and Azure/M365, plus solid remote support and customer-facing skills.