Support Engineer I

PATH FORWARD IT LLC•Alpharetta, GA

just now•Hybrid

About The Position

The Support Engineer I provides technical support primarily by phone or ticketing system, with occasional onsite support as needed. This role follows documented support procedures, monitors ticket queues, and maintains ticket and phone service level agreements (SLAs).

Requirements

Ticketing Software: Incident management and time allocation
Remote Support Tools: Ability to remote into systems, push approved scripts, and execute actions
Active Directory: Basic knowledge of security groups, group policy, and domain controllers
Virtualization: Basic understanding of VMware and Hyper-V
Microsoft Windows/Servers: Knowledge of Windows environments, server types, patching, and maintenance
Networking: Basic troubleshooting skills, DHCP, DNS, and tools such as ping, nslookup, and traceroute
Additional software as assigned
Ability to use hands to handle and control equipment
Ability to communicate effectively (talk and hear)
Ability to read, write, and interpret written documents
Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations)

Responsibilities

Document all time daily (activities, projects, tickets) in the ticketing system in real time
Ensure in-progress tickets are properly documented and handed off before the end of each shift
Monitor ticket gateway and designated queues
Escalate issues according to documented procedures in IT Glue
Create or update documentation in IT Glue based on new customer findings
Build client rapport during onsite assignments through troubleshooting and direct interaction
Travel 50-75% as required
Maintain established call and ticket SLAs as defined by management
Maintain customer satisfaction (CSAT) scores as defined by management
Submit weekly timesheets by end of shift each Friday
Meet established billable hours requirements each week
Achieve annual goals and objectives as set in the HRIS and reviewed quarterly