Skynet Innovations · 10 hours ago
Onsite Support Engineer I
Dayton,OH,US
Full-time
Onsite
New Grad, Entry LevelSkynet Innovations is a trusted managed services provider supporting manufacturing, logistics, and municipal organizations with critical IT operations. They are seeking an Onsite Support Engineer I to provide technical support directly at client locations and ensure service level agreements are met.
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
Create or update IT Glue articles with new customer findings
Communicate with vendors to resolve outage issues
Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction)
Work 100% onsite at client-assigned locations, commuting and walking between buildings as required
Maintain established ticket SLAs as defined by manager
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 scheduled on-call rotations
Meet annual goals and objectives set in HRIS with quarterly reviews
Qualification
Required
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
Create or update IT Glue articles with new customer findings
Communicate with vendors to resolve outage issues
Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction)
Work 100% onsite at client-assigned locations, commuting and walking between buildings as required
Maintain established ticket SLAs as defined by manager
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 scheduled on-call rotations
Meet annual goals and objectives set in HRIS with quarterly reviews
Ticketing software: Incident management and time tracking
Remote system access: Running scripts and pushing approved actions
Active Directory: Basic knowledge of security groups, group policy fundamentals, domain controllers
Virtualization: Basic knowledge of VMware/Hyper-V for user incident support
Microsoft Windows/Servers: Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers
Networking: Basic troubleshooting skills (DHCP, DNS, ping, nslookup, traceroute)
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)
Benefits
9 paid holidays
401K Retirement with matching contributions
Excellent medical, vision and dental insurance
Life insurance and disability insurance
Cell phone stipend
3 weeks PTO
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