Support Engineer II (Hybrid, Detroit, MI)

Company: Skynet Innovations
Location: Detroit
Posted on: May 9, 2024

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, Southfield , Support Engineer II (Hybrid, Detroit, MI), Engineering , Detroit, Michigan