Job Description
Job Description
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?
- 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 serve as the last escalation point for the Support Service team. The Support Engineer III keeps our operational customer environment running and updated. This role follows the documented procedures for support, customer environment updates, and maintaining ticket SLA.
As a member of our Support team, a Support Engineer III is senior technical role responsible for managing escalations, mentoring Level I and II engineers, and managing complex technical issues across various platforms, including Active Directory, Microsoft services, virtualization, and networking. This position requires advanced troubleshooting and documentation skills, as well as a strong understanding of server and network infrastructure. The Support Engineer III will also handle ISP/vendor calls, maintain SLAs, and ensure high-quality customer support, while meeting performance goals and contributing to documentation.
Important Attributes for a Skynet Support Engineer III:
- 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
- Act as final escalation point for the Support Service team
- Handle ISP and Vendor calls for downed services
- Document new customer findings by creating or updating articles in IT Glue
- Create new articles when service or task is not documented
- Exemplify leadership qualities by mentoring and helping the Level I and II Engineers
And of course, your technical skills! This should include:
- Ticketing software – Incident management, time allocation, projects, and opportunities
- Remote into systems, create and push scripts and running 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
- M365 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 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
As a Skynet Support Engineer III, we’re counting on you to:
- 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 in HRIS (Human Resources Information System) and reviewed quarterly
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
- Cell phone stipend
- 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:
