Grow your IT career with us!
Do you enjoy technical troubleshooting and problem solving?
Do you want to surround yourself with passionate, knowledgeable IT experts?
Are you a strong communicator who thrives when helping others in-person & remotely?
Are you looking for a company that values its employees and its culture?
This could be a good fit for you - and for us!
Skynet Innovations, a Blue Alliance company, is a well-established IT service provider serving small businesses throughout the region. We are looking for the right person to fill the role of Support Engineer II. A Support Engineer II provides intermediate technical support primarily by phone or by ticket, but may be asked to go onsite as needed. The role is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket and phone SLA.
As a member of our internal support team, a Support Engineer II is part of a robust team, spanning different technical levels, who work together to apply the right expertise to every request, escalating issues as needed and doing whatever it takes to deliver a superior service experience for our clients.
Important Attributes for a Skynet Innovations Support Engineer II (Hybrid):
Maintain established call and ticket SLAs as defined by Manager
Maintain established CSAT score as defined by Manager
Timesheet for current week submitted by end of shift Friday
Work and document established billable hours each week
Available for on-call weeks and all hands on deck outages
Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly
And of course, your technical skills! This should include:
Ticketing software - Incident management and allocating time to tickets being worked
Remoting into systems, push scripts and run action creations
Active Directory - Strong knowledge of how domain controllers work, group policy and security groups
Virtualization - Strong knowledge of VMware/Hyper-V for user incident support and operational support
Microsoft Windows/Servers - Strong knowledge of MS Windows, differentiate between physical/virtual servers, strong knowledge in server patching & maintenance, can add new drivers to print servers
Networking - Strong knowledge of network troubleshooting skills, DHCP & DNS, ability to identify VLAN issues, and circuit/ISP issues
Strong knowledge of AzureAD and Microsoft 365
Microsoft Servers and Network Equipment - Installation, troubleshooting and ongoing training
Proficiency with central repository for project documentation
Maintain strong knowledge of technical infrastructure (servers, network, applications, etc.) for specific client assignments
Software as assigned
Strong knowledge with remote management of client computers and servers, including pushing scripts and running action creations (Datto RMM)
As a Skynet Innovations Support Engineer II (Hybrid), we’re counting on you to:
All time is documented daily (activities, projects, tickets) in the moment of doing said task in ticketing system
In progress tickets should be handed off and documented before the end of shift
Monitor the ticket gateway and designated queues
Escalate issues as documented in IT Glue
Resolve escalations from the Level I team as assigned
Document new customer findings by creating or updating articles in IT Glue
Assist with ISP and Vendor calls for downed services
Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)
Travel up to 25-50% when assigned
Why would You want to work with Us?
Being part of the Skynet team, a Blue Alliance partner, means more opportunities to learn and grow professionally, with access to hundreds of peers and specialists across the country. Working within the Blue Alliance family provides the best of both worlds – the small team feel and client interactions of a local MSP with the resources and opportunities of a world-class, global IT firm.
Benefits of working with Skynet:
Be part of a fun, awesome team
9 paid holidays
401K Retirement with matching contributions
Excellent medical, vision and dental insurance
Life insurance and disability insurance
Generous PTO
Top Reasons our Employees Love Being Part of the Blue Alliance team:
Entrepreneurial Culture
Fast-paced Flow, with a Variety of Projects
Collaborative Work Environment
Training & Certifications
Career Growth Opportunities
Ready for the next step?
The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.
Please be advised we, Skynet Innovations, participate in E-Verify.