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.

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.