Support Engineer III

Company: Path Forward IT

Location: Remote

About the Role:

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

Physical Requirements:

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).

Key Responsibilities:

• All time is documented daily (activities, projects, tickets) in the moment of doing said task in ticketing system
• In progress tickets should be handed off and documented before the end of shift
• Monitor the ticket gateway and designated queues
• Act as final escalation point for the Support Service team
• Handle ISP and Vendor calls for downed services
• Document new customer findings by creating or updating articles in IT Glue
• Create new articles when service or task is not documented
• Exemplify leadership qualities by mentoring and helping the Level I and II Engineers
• Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)

Expectations:

• Maintain established call and ticket SLAs as defined by Manager
• Maintain established CSAT score as defined by Manager
• Timesheet for current week submitted by end of shift Friday
• Work and document established billable hours each week
• Available for on-call weeks and all hands on deck outages

Technical Proficiencies:

• 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).
• AzureAD 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.

Why Join Path Forward IT?

At Path Forward IT, we are dedicated to providing reliable and responsive IT support. As a Support Engineer II, you’ll work on diverse technical challenges, collaborate with a skilled team, and play a key role in supporting client environments to ensure seamless operations.

A Team Environment Built for Growth:

Joining Path Forward IT means working alongside IT specialists supporting complex, enterprise environments. As part of the Blue Alliance network, you gain access to a community of hundreds of peers and experts across the country. This means more opportunities for learning, professional development, and career advancement without losing the close-knit feel of a smaller team.

You’ll enjoy the best of both worlds: The autonomy and client engagement typical of a local MSP The resources, support, and structure of a leading national IT services organization.

A Unique Opportunity Through Blue Alliance:

As a Blue Alliance partner company, Path Forward IT provides team members with unmatched opportunities to learn, lead, and succeed. Each company in the network maintains its unique identity while working toward shared goals. If you’re looking to make a meaningful impact and grow your career in a supportive, future-focused environment, this is the place for you.

Benefits of working at Path Forward IT:

• 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

Top Reasons our Employees Love Being Part of the Blue Alliance Family:

• Entrepreneurial Culture
• Fast-paced Flow, with a Variety of Projects
• Collaborative Work Environment
• Training & Certifications
• Career Growth Opportunities

Ready for the next step? The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above. Please be advised we, Path Forward IT, participate in E-Verify.