Onsite Support Engineer II na PATH FORWARD IT LLC

Description

Onsite Support Engineer II

Company: Path Forward IT
Location: Indianapolis, IN 

About the Role

Path Forward IT is seeking an Onsite Support Engineer II to provide technical support directly at client locations and by phone as assigned. This role is responsible for following established procedures, monitoring ticket queues, resolving escalations, and ensuring service level agreements (SLAs) are met.

Key Responsibilities

• 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.
   
• Resolve escalations from the Level I team as assigned.
   
• Escalate issues as documented in IT Glue.
   
• Create or update IT Glue articles with new customer findings.
   
• Log into phone system to answer incoming calls.
   
• Communicate with vendors to resolve outage issues.
   
• Build client rapport during onsite assignments (troubleshooting, walkthroughs, client interaction).
   
• Work 100% onsite at client-assigned locations, commuting and walking between buildings as required. 

Expectations

• Maintain established 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.

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 in patching, maintenance, physical/virtual servers, and adding drivers to print servers.
   
• Networking: Strong troubleshooting skills (DHCP, DNS, VLAN, circuit/ISP issues).
   
• Strong knowledge of AzureAD and Microsoft 365.
   
• Microsoft servers and network equipment: Installation, troubleshooting, and training.
   
• Proficiency with central repository for project documentation.
   
• Strong understanding of technical infrastructure (servers, networks, applications) for client assignments.
   
• Software as assigned.

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). 

If this sounds like what you’re looking for, it could be a great fit—for you and for us.  

Why Join Path Forward IT? 

Path Forward IT, a Blue Alliance company, is a nationally recognized managed services provider (MSP) that exclusively supports the healthcare industry. Ranked among the top 15% of MSPs nationwide, we deliver world-class IT services that ensure technology never stands in the way of patients receiving the care they need. 

Our work is driven by urgency, empathy, and a patient-centered mindset. We understand the critical nature of healthcare operations and prioritize our work to empower providers to focus on what matters most: delivering exceptional care. 

Founded in 2002, Path Forward IT has grown to a team of over 100 professionals located across 40+ states. We foster a collaborative, career-focused culture where team members thrive. Many of our employees have been with us for years, and we regularly celebrate 5- and 10-year milestones. 

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.