Support Engineer II

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.
• 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.

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.

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).

About The Role

The Support Engineer II role at Path Forward IT involves providing intermediate technical support primarily by phone and through a ticketing system, with occasional onsite assignments. The role includes following established procedures, monitoring ticket queues, and maintaining service level agreements (SLAs) for tickets and calls. Responsibilities also include documenting activities, assisting with ISP and vendor calls for service outages, building client rapport during onsite visits, and submitting weekly timesheets.