Skynet Innovations · 15 hours ago
Support Engineer II
Cincinnati,OH,US
Full-time
Onsite
Mid LevelSkynet Innovations is a trusted managed services provider supporting various organizations with critical IT operations. They are seeking a Support Engineer II to provide technical support primarily through phone and ticketing systems, ensuring service levels are met for client requests.
Cloud ComputingInformation TechnologyNetwork SecurityWeb Design
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
Escalate issues according to IT Glue documentation
Resolve escalations from Level I team as assigned
Create or update IT Glue articles with new customer findings
Assist with ISP and vendor calls for downed services
Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction)
Travel up to 25–50% when assigned
Maintain established SLA requirements for calls and tickets
Maintain customer satisfaction (CSAT) scores as defined by manager
Submit weekly timesheets by end of shift Friday
Work and document established billable hours each week
Be available for on-call weeks and during company-wide outage responses
Meet annual goals and objectives set in HRIS with quarterly reviews
Qualification
Required
Intermediate technical support experience
Experience handling support primarily by phone and ticketing system
Ability to follow documented procedures
Ability to monitor incoming requests and ensure service levels are met for both tickets and phone calls
Ability to document all activities, projects, and tickets daily in the ticketing system
Ability to handoff and document in-progress tickets before the end of each shift
Ability to monitor ticket gateway and designated queues
Ability to escalate issues according to IT Glue documentation
Ability to resolve escalations from Level I team as assigned
Ability to create or update IT Glue articles with new customer findings
Ability to assist with ISP and vendor calls for downed services
Ability to build client rapport during onsite assignments
Willingness to travel up to 25–50% when assigned
Ability to maintain established SLA requirements for calls and tickets
Ability to maintain customer satisfaction (CSAT) scores as defined by manager
Ability to submit weekly timesheets by end of shift Friday
Ability to work and document established billable hours each week
Availability for on-call weeks and during company-wide outage responses
Ability to meet annual goals and objectives set in HRIS with quarterly reviews
Strong knowledge of ticketing software for incident management and time tracking
Strong knowledge of remote support including running scripts and pushing approved actions
Strong knowledge of Active Directory including domain controllers, group policy, and security groups
Strong knowledge of virtualization technologies such as VMware/Hyper-V for incident and operational support
Strong knowledge of Microsoft Windows/Servers including patching, maintenance, and adding drivers to print servers
Strong troubleshooting skills in networking (DHCP, DNS) and identifying VLAN and ISP circuit issues
Strong knowledge of AzureAD and Microsoft 365
Strong knowledge of Microsoft Servers and network equipment including installation, troubleshooting, and training
Proficiency with central repository for project documentation
Strong understanding of technical infrastructure (servers, networks, applications) for client assignments
Ability to handle equipment, talk, hear, read, write, and interpret documents
Ability to occasionally lift and move objects up to 25 pounds
Benefits
9 paid holidays; 6 mandated holidays, 3 floating holidays
401K Retirement with matching contributions
Excellent medical, vision, and dental insurance
Life insurance and disability insurance
Unlimited weeks PTO
Eligible for PTO, 401k, benefits, you are a full-time employee
Company
Skynet Innovations
Skynet Innovations is an IT company specialized in web design & hosting and cloud computing services.
Founded in 2008
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Audrey Sexton
Chief Executive Officer
Shaun Sexton
Advisor to the CEO
Company data provided by crunchbase