Support Engineer I (Remote)

Grow your IT career with us!

• Do you enjoy technical troubleshooting and problem solving?
• Do you want to surround yourself with passionate, knowledgeable IT experts?
• Are you a strong communicator who thrives when helping others?
• Are you looking for a company that values its employees and its culture?

This could be a good fit for you - and for us!

Path Forward IT (PFIT), a Blue Alliance company, is a national IT services provider with origins in healthcare IT. Since 2002, Path Forward IT has been troubleshooting, architecting, migrating, protecting, and securing IT environments for healthcare practices and businesses across a multitude of high-impact industries. At Path Forward IT, we are looking for the right person to fill the role of Support Engineer I whose primary responsibility is to serve our clients across the country remotely.

As a member of our Support Services team, a Support Engineer I is a part of a robust team, spanning technical levels which allow for support and escalation required for superior service experience. Individuals in this role are highly communicative and able to build relationships through concierge level service and meaningful exchanges with our clients and internal teams.

Important Attributes for a Path Forward IT (PFIT) Support Engineer I:

• Keen ability to troubleshoot IT issues and dedication to follow an issue all the way to resolution
• Excellent written and verbal communication with team members and partners
• A willingness and commitment to learn new things and grow new skill sets
• Participate in on-call rotation
• Travel up to 25-50% when assigned

And of course, your technical skills! This should include:

• Ticketing software - Incident management and allocating time to tickets being worked
• Remoting into systems, push approved scripts and run action creations
• Active Directory - Basic knowledge of security groups, group policy fundamentals, and how domain controllers work
• Virtualization - Basic knowledge of VMware/Hyper-V for user incident support
• Microsoft Windows/Servers - Basic knowledge of MS Windows, differentiate between physical/virtual servers, knowledge in patching and maintenance
• Networking - Basic knowledge of network troubleshooting skills, DHCP & DNS, understanding of ping, MS lookup, traceroute
• Software as assigned

As a Path Forward IT (PFIT) Support Engineer I, we’re counting on you to:

• Maintain established call and ticket SLAs as defined by Manager
• Maintain established CSAT score as defined by Manager
• In progress tickets should be handed off and documented before the end of shift
• Monitor ticket gateway when phone ques are slow, or a dispatcher is not available
• Escalate issues as documented in IT Glue
• Document new customer findings by creating or updating articles in IT Glue
• Build client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)

Why would You want to work with Us?

Being part of the Path Forward IT team, a Blue Alliance partner, means more opportunities to learn and grow professionally, with access to hundreds of peers and specialists across the country. Working within the Blue Alliance family provides the best of both worlds – the small team feel and client interactions of a local MSP with the resources and opportunities of a world-class, global IT firm.