Support Engineer II

Overview

Path Forward IT is seeking a Support Engineer II to provide intermediate technical support primarily by phone and ticketing system, with occasional onsite assignments. The role follows established procedures, monitors ticket queues, and maintains service level agreements (SLAs) for tickets and calls.

• Document all activities, projects, and tickets daily in the ticketing system.
• Handoff and document in-progress tickets before the end of each shift.
• Monitor ticket gateway and designated queues.
• Escalate issues according to IT Glue documentation.
• Resolve escalations from the Level I team as assigned.
• Create or update IT Glue articles with new customer findings.
• Assist with ISP and vendor calls for service outages.
• Build client rapport during onsite visits (in-person troubleshooting, site walkthroughs, client interaction).
• Travel up to 25–50% as assigned.

• Maintain established call and ticket SLAs as defined by manager.
• Maintain customer satisfaction (CSAT) scores as defined by manager.
• Submit weekly timesheets by end of shift Friday.
• Work and document established billable hours each week.
• Be available for on-call weeks and company-wide outage responses.
• Meet annual goals and objectives set in HRIS with quarterly reviews.

• Ticketing software:
  Incident management and time tracking.
• Remote support:
  Running scripts and pushing actions.
• Active Directory:
  Strong knowledge of domain controllers, group policy, and security groups.
• Virtualization:
  Strong knowledge of VMware/Hyper-V for incident and operational support.
• Microsoft Windows/Servers:
  Strong knowledge of patching, maintenance, and differentiating physical/virtual servers; ability to add new drivers to print servers.
• Networking:
  Strong troubleshooting skills (DHCP, DNS, VLAN, and circuit/ISP issues).
• Azure
  
  AD and Microsoft 365:
  Strong working knowledge.
• Microsoft Servers and Network Equipment:
  Installation, troubleshooting, and training.
• Project Documentation:
  Proficiency with central repositories for project documentation.
• Maintain a strong understanding of technical infrastructure (servers, networks, and applications).
• Software as assigned.

• Ability to handle equipment, talk, hear, read, write, and interpret documents.
• Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).

• Be part of a fun, awesome team
• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision and dental insurance
• Life insurance and disability insurance
• Cell phone stipend
• 3 weeks PTO

Note:

This description reflects the current responsibilities and expectations for the role and does not guarantee job openings or imply a contractual obligation.