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Support Engineer III

3 months ago

Cincinnati, United States SKYNET INNOVATIONS Full time
Job DescriptionJob DescriptionDescription:

This position is a fully remote opportunity with 25-50% travel as needed.

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?
  • 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. At Skynet, we are looking for the right person to fill the role of Support Engineer III whose primary responsibility is to be the last escalation point for the Support Service team.


This is a primarily remote position, going on-site as needed by clients. As a member of our Support team, a Support Engineer III is responsible for keeping our operational customer environments running and updated. This role follows the documented procedures for support, customer environment updates, and maintaining ticket SLA.


Important Attributes for a Skynet Support Engineer III:

  • 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
  • Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly

And of course, your technical skills This should include:

  • All time is documented daily (activities, projects, tickets) in the moment of doing said task in the ticketing system
  • In progress tickets should be handed off and documented before the end of shift
  • Act as final escalation point for the Support Service team
  • Document new customer findings by creating or updating articles in IT Glue
  • Monitor the ticket gateway and designated queues
  • Handle ISP and Vendor calls for downed services
  • Exemplify leadership qualities by mentoring and helping the Level I and II Engineers
  • 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

As a Skynet Support Engineer III, we’re counting on you to:

  • Ticketing software - Incident management and allocating time to tickets being worked
  • Remoting into systems, create and push scripts and run action creations
  • Active Directory - Advanced knowledge in enterprise operational support from domain controllers down to user creation
  • Microsoft Windows/Servers - Advanced knowledge of MS Windows (physical and virtual)
  • Microsoft Services and Network Equipment - Installation, troubleshooting and ongoing training
  • O365 Administration - User creation and license assignment
  • Virtualization- Advanced knowledge in enterprise operational support for all Microsoft on-prem technologies (server patching, exchange patching, and maintenance)
  • Networking- Advanced knowledge of network troubleshooting skills, ability to identify VLAN, DHCP, DNS and circuit issues
  • Firmware/patching for servers, storage devices, fabric, networking devices and workstations with an understanding of proper redundancy when application outages will occur
  • Expert proficiency with central repository for project documentation
  • Maintain advanced knowledge of technical infrastructure (servers, network, applications, etc.) for specific assignment(s)
  • Software as assigned

Why would You want to work with Us?

Being part of the Skynet team, a Blue Alliance IT 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 IT 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:

1. Entrepreneurial Culture

2. Fast-paced Flow, with a Variety of Projects

3. Collaborative Work Environment

4. Training & Certifications

5. 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.

Requirements: