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Support Engineer II

2 months ago

Detroit, United States Skynet Innovations Full time
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:
  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