Support Engineer | IT Troubleshooter with Onsite Travel

Path Forward LLC; Northern (KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Path Forward IT in the United States is seeking a Support Engineer I to provide technical assistance by phone or ticketing system, with occasional on-site support. You will follow documented procedures, monitor queues, and uphold SLAs while building rapport with customers.

In this role you will document work in the ticketing system, escalate issues per IT Glue, and contribute to knowledge Base through IT Glue documentation.

Qualifications

• Experience providing technical support via ticketing systems and phone.
• Ability to document actions and escalate per procedures.
• Familiarity with AD, DNS, DHCP, and basic network troubleshooting.

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

Remote troubleshooting

Tools

IT Glue

VMware

Hyper-V

Windows Server

Active Directory

DHCP

DNS

nslookup

traceroute

ping

Job description

Path Forward IT in the United States is seeking a Support Engineer I to provide technical assistance by phone or ticketing system, with occasional on-site support. You will follow documented procedures, monitor queues, and uphold SLAs while building rapport with customers.

In this role you will document work in the ticketing system, escalate issues per IT Glue, and contribute to knowledge Base through IT Glue documentation.