Onsite IT Support Engineer I — Client-Facing Role

Blue Alliance; Cincinnati (OH); Hybrid; USD 52,000 - 68,000; 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

3 weeks PTO

Job summary

Path Forward IT, a Blue Alliance partner, is seeking an Onsite Support Engineer I to provide hands-on technical support at client locations and via phone, following documented processes. You will monitor ticket queues and ensure SLAs are met while building strong client rapport.

You’ll document activities in IT Glue, escalate issues per procedures, and work with VMware/Hyper-V and AD, DNS, DHCP basics to resolve incidents.

Qualifications

• Experience documenting activities, tickets, and projects.
• Familiar with IT Glue or equivalent wiki/docs usage.
• Basic AD, DNS and DHCP concepts for server incidents.
• Comfort with onsite client engagements and ticketing systems.

Responsibilities

• Document all activities, projects, and tickets daily.
• Handoff and document in-progress tickets before shift end.
• Monitor the ticket gateway and queues.
• Escalate issues per IT Glue procedures.
• Create or update IT Glue articles with findings.
• Communicate with vendors to resolve outages.
• Build client rapport during onsite assignments.
• Work 100% onsite at client locations.

Tools

IT Glue

VMware

Hyper-V

Windows Server

Active Directory

DNS

DHCP

Job description

Path Forward IT, a Blue Alliance partner, is seeking an Onsite Support Engineer I to provide hands-on technical support at client locations and via phone, following documented processes. You will monitor ticket queues and ensure SLAs are met while building strong client rapport.

You’ll document activities in IT Glue, escalate issues per procedures, and work with VMware/Hyper-V and AD, DNS, DHCP basics to resolve incidents.