Remote Support Engineer - MSP, Windows & Networking

Blue Alliance; Northern (KY); Hybrid; USD 45,000 - 70,000; Full time

Job summary

Path Forward IT, a Blue Alliance partner, is seeking a Support Engineer I for a remote/hybrid role serving the Northern KY area. You will provide technical support primarily by phone or tickets, with onsite support as needed and travel up to 75%.

Responsibilities include documenting time, tickets, and knowledge base updates; maintaining SLAs; and escalating issues per IT Glue procedures. Expect to collaborate with a national MSP network and support healthcare clients.

Qualifications

• Experience using ticketing systems and adhering to SLAs.
• Ability to document work in real time within ticketing and knowledge systems.
• Basic knowledge of Active Directory concepts (security groups, GPOs).

Responsibilities

• Document all time daily (activities, projects, tickets) in the ticketing system in real time.
• Ensure in-progress tickets are properly documented and handed off before the end of each shift.
• Monitor ticket gateway and designated queues.
• Escalate issues according to documented procedures in IT Glue.
• Create or update documentation in IT Glue based on new customer findings.
• Build client rapport during onsite assignments through troubleshooting and direct interaction.
• Travel 50-75% as required.

Skills

Customer communication

Ticketing

Remote support

Time management

Documentation

Tools

IT Glue

VMware

Hyper-V

Windows Server

DNS/DHCP

Remote Desktop

Job description

Path Forward IT, a Blue Alliance partner, is seeking a Support Engineer I for a remote/hybrid role serving the Northern KY area. You will provide technical support primarily by phone or tickets, with onsite support as needed and travel up to 75%.

Responsibilities include documenting time, tickets, and knowledge base updates; maintaining SLAs; and escalating issues per IT Glue procedures. Expect to collaborate with a national MSP network and support healthcare clients.