Onsite IT Support Engineer I - Client-Facing & Growth

Blue Alliance; Chicago (IL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

9 paid holidays

401K with match

Medical insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

Cell phone stipend

3 weeks PTO

Job summary

Path Forward IT is seeking an Onsite Support Engineer I to provide hands-on technical support directly at client locations and by phone. The role requires following documented procedures, monitoring ticket queues, and ensuring SLAs are met.

The position is 100% onsite at client sites in Chicago, IL, with responsibilities including ticket documentation, collaboration with vendors, and creating IT Glue articles for known issues.

Qualifications

• Support onsite at client locations and via phone as assigned.
• Follow documented procedures and meet SLAs.
• Document tickets and activities in ticketing system.

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 the ticket gateway and designated queues.
• Escalate issues as documented in IT Glue.
• Create or update IT Glue articles with new customer findings.
• Communicate with vendors to resolve outage issues.
• Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).
• Work 100% onsite at client locations, commuting and walking between buildings as required.

Job description

Path Forward IT is seeking an Onsite Support Engineer I to provide hands-on technical support directly at client locations and by phone. The role requires following documented procedures, monitoring ticket queues, and ensuring SLAs are met.

The position is 100% onsite at client sites in Chicago, IL, with responsibilities including ticket documentation, collaboration with vendors, and creating IT Glue articles for known issues.