Onsite Support Engineer I

PATH FORWARD IT LLC•San Diego, CA

9d•Onsite

About The Position

Path Forward IT is seeking an Onsite Support Engineer I to provide technical support directly at client locations and by phone as assigned. This role follows documented procedures, monitors ticket queues, and ensures service level agreements (SLAs) are met. The Onsite Support Engineer I will work 100% onsite at client-assigned locations, commuting and walking between buildings as required. They will maintain established ticket SLAs, customer satisfaction (CSAT) scores, submit weekly timesheets, work and document established billable hours, be available for scheduled on-call rotations, and meet annual goals and objectives set in HRIS with quarterly reviews.

Requirements

Basic knowledge of Active Directory: security groups, group policy fundamentals, and domain controllers.
Basic knowledge of VMware/Hyper-V for user incident support.
Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers for Microsoft Windows/Servers.
Basic troubleshooting skills for Networking (DHCP, DNS, ping, nslookup, traceroute).
Ability to handle equipment, talk, hear, read, write, and interpret documents.
Ability to occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).

Nice To Haves

Software as assigned.

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 the ticket gateway and designated queues.
Escalate issues as documented in IT Glue.
Create or update IT Glue articles with new customer findings.
Communicate with vendors to resolve outage issues.
Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).