IT Support Engineer II: Onsite & Remote Troubleshooter

Path Forward LLC; Northern (KY); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

9 paid holidays

401K Retirement with matching

Medical, vision and dental insurance

Life and disability insurance

Cell phone stipend

Job summary

Path Forward IT in the United States seeks a Support Engineer II to provide intermediate technical support primarily by phone and a ticketing system, with occasional onsite assignments. You will follow established procedures, monitor ticket queues, and manage SLAs for tickets and calls.

Responsibilities include documenting activities, escalating issues per IT Glue, and assisting with outages while traveling up to 25–50% as needed. Onsite visits and strong AD/VMware/Windows skills are essential.

Qualifications

• Strong knowledge of domain controllers, group policy, and security groups.
• Experience with VMware/Hyper-V for incident and operational support.
• Knowledge of patching, maintenance, and differentiating physical/virtual servers.
• Solid troubleshooting skills for DHCP, DNS, VLAN, and circuit/ISP issues.
• Familiarity with AzureAD and Microsoft 365 administration.

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 according to IT Glue documentation.
• Resolve escalations from the Level I team as assigned.
• Create or update IT Glue articles with new customer findings.
• Assist with ISP and vendor calls for service outages.
• Build client rapport during onsite visits (in-person troubleshooting, site walkthroughs, client interaction).
• Travel up to 25–50% as assigned.
• Maintain established call and ticket SLAs as defined by manager.
• Maintain customer satisfaction (CSAT) scores as defined by manager.
• Submit weekly timesheets by end of shift Friday.
• Work and document established billable hours each week.
• Be available for on-call weeks and company-wide outage responses.

Skills

Active Directory

VMware/Hyper-V

Windows Servers

Networking (DHCP, DNS, VLAN)

AzureAD/Microsoft 365

Tools

IT Glue

Ticketing system

Job description

Path Forward IT in the United States seeks a Support Engineer II to provide intermediate technical support primarily by phone and a ticketing system, with occasional onsite assignments. You will follow established procedures, monitor ticket queues, and manage SLAs for tickets and calls.

Responsibilities include documenting activities, escalating issues per IT Glue, and assisting with outages while traveling up to 25–50% as needed. Onsite visits and strong AD/VMware/Windows skills are essential.