Path Forward IT · Albuquerque, NM, USA
Support Engineer II
Path Forward IT is seeking a Support Engineer II to provide intermediate technical support primarily by phone and ticketing system, with occasional onsite assignments.
About the Role
Provide intermediate technical support to clients via phone and ticketing system.
Work closely with Level I team and other stakeholders to resolve issues.
What You Will Do
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.
Escalate issues according to IT Glue documentation.
Resolve escalations from the Level I team as assigned.
Create or update IT Glue articles with new customer findings.
Assist with ISP and vendor calls for service outages.
Build client rapport during onsite visits (in-person troubleshooting, site walkthroughs, client interaction).
What We Are Looking For
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.
Nice to Have
Project Documentation: Proficiency with central repositories for project documentation.
Software as assigned.