Support Engineer II (Hybrid, Detroit, MI)
Company: Skynet Innovations
Location: Detroit
Posted on: May 9, 2024
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Job Description:
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 ManagerMaintain established CSAT
score as defined by ManagerTimesheet for current week submitted by
end of shift FridayWork and document established billable hours
each weekAvailable for on-call weeks and all hands on deck
outagesAnnual goals and objectives as set in HRIS (Human Resources
Information System) and reviewed quarterlyAnd of course, your
technical skills! This should include:Ticketing software - Incident
management and allocating time to tickets being workedRemoting into
systems, push scripts and run action creationsActive Directory -
Strong knowledge of how domain controllers work, group policy and
security groupsVirtualization - Strong knowledge of VMware/Hyper-V
for user incident support and operational supportMicrosoft
Windows/Servers - Strong knowledge of MS Windows, differentiate
between physical/virtual servers, strong knowledge in server
patching & maintenance, can add new drivers to print
serversNetworking - Strong knowledge of network troubleshooting
skills, DHCP & DNS, ability to identify VLAN issues, and
circuit/ISP issuesStrong knowledge of AzureAD and Microsoft
365Microsoft Servers and Network Equipment - Installation,
troubleshooting and ongoing trainingProficiency with central
repository for project documentationMaintain strong knowledge of
technical infrastructure (servers, network, applications, etc.) for
specific client assignmentsSoftware as assignedStrong 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), were counting on you
to:All time is documented daily (activities, projects, tickets) in
the moment of doing said task in ticketing systemIn progress
tickets should be handed off and documented before the end of
shiftMonitor the ticket gateway and designated queuesEscalate
issues as documented in IT GlueResolve escalations from the Level I
team as assignedDocument new customer findings by creating or
updating articles in IT GlueAssist with ISP and Vendor calls for
downed servicesBuilding client rapport during onsite assignments
(via in person troubleshooting for relevant issues, site walk
throughs, face time, etc.)Travel up to 25-50% when assignedWhy
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 team9 paid holidays401K Retirement with
matching contributionsExcellent medical, vision and dental
insuranceLife insurance and disability insuranceGenerous PTOTop
Reasons our Employees Love Being Part of the Blue Alliance
team:Entrepreneurial CultureFast-paced Flow, with a Variety of
ProjectsCollaborative Work EnvironmentTraining &
CertificationsCareer Growth OpportunitiesReady 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.by Jobble
Keywords: Skynet Innovations, Rochester Hills , Support Engineer II (Hybrid, Detroit, MI), Engineering , Detroit, Michigan
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