Hybrid IT Support Engineer II — SLA-Driven, Onsite Ready

Blue Alliance; Cincinnati (OH); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

9 paid holidays

401K Retirement with matching

Excellent medical, vision and dental

Life insurance and disability

Cell phone stipend

3 weeks PTO

Job summary

Path Forward IT, a Blue Alliance company, is seeking a Support Engineer II to provide intermediate technical support primarily by phone and ticketing system, with occasional onsite assignments. The role requires handling SLAs, documentation, and collaboration with Level I teams.

Responsibilities include onsite visits, client interaction, and travel up to 50%. Strong AD, Windows, virtualization, and networking skills are essential, along with AzureAD and Microsoft 365 experience.

Qualifications

• Experience with incident management and ticketing systems.
• Strong knowledge of Active Directory and group policy.
• Proficiency in virtualization (VMware/Hyper-V).
• Experience with Windows server patching and maintenance.
• Networking troubleshooting (DHCP, DNS, VLAN).
• AzureAD and Microsoft 365 experience.
• Ability to document activities and maintain SLAs.

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 per IT Glue documentation.
• Resolve escalations from Level I as assigned.
• Create or update IT Glue articles with new findings.
• Assist with ISP and vendor calls for outages.
• Travel up to 25-50% as assigned.

Skills

Active Directory

Windows Server

Networking

AzureAD

Microsoft 365

Project Documentation

Remote support

Virtualization

Tools

IT Glue

Ticketing System

Job description

Path Forward IT, a Blue Alliance company, is seeking a Support Engineer II to provide intermediate technical support primarily by phone and ticketing system, with occasional onsite assignments. The role requires handling SLAs, documentation, and collaboration with Level I teams.

Responsibilities include onsite visits, client interaction, and travel up to 50%. Strong AD, Windows, virtualization, and networking skills are essential, along with AzureAD and Microsoft 365 experience.