Onsite IT Support Engineer I - Client-Facing MSP Role

Blue Alliance; Cincinnati (OH); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

9 paid holidays

401K with matching

Excellent medical, vision and dental

Life and disability insurance

Cell phone stipend

3 weeks PTO

Job summary

Path Forward IT, a Blue Alliance company, is seeking an Onsite Support Engineer I to deliver hands-on IT support at client locations and via phone. You will follow documented processes, monitor queues, and ensure SLAs are met to keep client environments stable.

You will document activities, manage ticket queues, escalate using IT Glue, and communicate with vendors as needed. This role is 100% onsite, requiring travel between client sites and strong interpersonal skills.

Qualifications

• Experience providing on-site IT support at client locations.
• Ability to document tickets and actions in ticketing systems.
• Familiarity with IT Glue or similar knowledge-base tools.

Responsibilities

• Document activities, projects, and tickets daily in the ticketing system.
• Handoff and document in-progress tickets before shift end.
• Monitor ticket gateway and designated queues.
• Escalate issues as documented in IT Glue.
• Create or update IT Glue articles with new findings.
• Communicate with vendors to resolve outage issues.
• Build client rapport during onsite assignments and troubleshooting.
• Work 100% onsite at client locations.

Skills

Onsite client support

Time management

Communication

Tools

Incident management software

IT Glue

Active Directory

VMware

Hyper-V

Windows Server

DNS/DHCP troubleshooting

Job description

Path Forward IT, a Blue Alliance company, is seeking an Onsite Support Engineer I to deliver hands-on IT support at client locations and via phone. You will follow documented processes, monitor queues, and ensure SLAs are met to keep client environments stable.

You will document activities, manage ticket queues, escalate using IT Glue, and communicate with vendors as needed. This role is 100% onsite, requiring travel between client sites and strong interpersonal skills.