Hybrid IT Support Engineer II - Onsite Field Support

Path Forward LLC; Cincinnati (OH); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Healthcare insurance

401(k) retirement plan

Paid time off

Cell phone stipend

Job summary

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 requires following established procedures, monitoring ticket queues, and maintaining SLAs.

The engineer will document activities, escalate as needed, and travel up to 50% for onsite visits. Hybrid work model in Cincinnati, OH area with risk-managed on-call duties.

Qualifications

• Experience providing intermediate technical support by phone or ticketing system.
• Knowledge of AD, virtualization, Windows servers, and networking basics.
• Ability to document activities and tickets clearly and timely.
• Willingness to travel up to 50% and participate in off-hours support.

Responsibilities

• Document activities, tickets, and projects daily in the ticketing system.
• Handoff in-progress tickets at shift end with clear notes.
• Monitor ticket queues and SLA compliance.
• Escalate issues per documented procedures.
• Resolve Level I escalations and update IT Glue articles.
• Assist with vendor calls and on-site client visits.
• Travel as assigned (25–50%).

Skills

Strong communication

Ticketing system

Remote support

On-call readiness

Customer service

Tools

Active Directory

VMware/Hyper-V

Windows Server

Networking (DHCP/DNS/VLAN)

AzureAD & Microsoft 365

ITIL/Incident management

Job description

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 requires following established procedures, monitoring ticket queues, and maintaining SLAs.

The engineer will document activities, escalate as needed, and travel up to 50% for onsite visits. Hybrid work model in Cincinnati, OH area with risk-managed on-call duties.