Support Engineer

2 days ago

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Blue Alliance

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managed service provider • IT services • digital transformation • MSP growth • M&A

201 - 500

Description

• 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? • Path Forward IT (PFIT) is a national IT services provider with origins in healthcare IT. • Supporting primarily by phone or by ticket, may need to go onsite as needed. • Responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket and phone SLA. • Individuals in this role are highly communicative and able to build relationships with our clients and internal teams.

Requirements

• 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 on Friday • Work and document established billable hours each week • Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly • 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, mslookup, traceroute • Software as assigned

Benefits

• 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