Job Description
Job DescriptionDescription:
Support Engineer I
Company: Skynet Innovations
Location: Remote
About the Role
Skynet Innovations is seeking a Support Engineer I to provide technical support primarily by phone and ticketing system, with onsite support as needed. This role follows documented support procedures, monitors incoming requests, and maintains ticket and phone Service Level Agreements (SLAs) while delivering reliable, customer-focused technical assistance.
Key Responsibilities
- Document all activities, projects, and tickets daily in the ticketing system at the time work is performed.
- Handoff and document in-progress tickets before the end of each shift.
- Monitor the ticket gateway and designated support queues.
- Escalate issues according to IT Glue documentation.
- Create or update IT Glue articles to document new customer findings.
- Build client rapport during onsite assignments through in-person troubleshooting, site walkthroughs, and direct client interaction.
- Travel up to 25–50% when assigned.
Expectations
- Maintain established call and ticket SLAs as defined by management.
- Maintain customer satisfaction (CSAT) scores as defined by management.
- Submit weekly timesheets by end of shift Friday.
- Work and document established billable hours each week.
- Meet annual goals and objectives as set in the HRIS system and reviewed quarterly.
Technical Proficiencies
- Ticketing software for incident management and time tracking.
- Remote system access, including running approved scripts and actions.
- Active Directory: Basic knowledge of security groups, group policy fundamentals, and domain controllers.
- Virtualization: Basic knowledge of VMware and Hyper-V for user incident support.
- Microsoft Windows/Servers: Basic knowledge of Windows operating systems, physical vs. virtual servers, patching, and maintenance.
- Networking: Basic troubleshooting skills including DHCP, DNS, ping, nslookup, and traceroute.
- Software as assigned.
Physical Requirements
- Ability to use hands to handle and control equipment.
- Ability to talk, hear, read, write, and interpret written documents.
- Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodation).
Why Join Skynet?
Skynet Innovations, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.
A Team Environment Built for Growth
Joining Skynet means working alongside IT specialists supporting complex, enterprise environments. As part of the Blue Alliance network, you gain access to a community of hundreds of peers and experts across the country. This means more opportunities for learning, professional development, and career advancement without losing the close-knit feel of a smaller team. You’ll enjoy the best of both worlds:
- The autonomy and client engagement typical of a local MSP
- The resources, support, and structure of a leading national IT services organization
A Unique Opportunity Through Blue Alliance
As a Blue Alliance partner company, Skynet provides team members with unmatched opportunities to learn, lead, and succeed. Each company in the network maintains its unique identity while working toward shared goals. If you’re looking to make a meaningful impact and grow your career in a supportive, future-focused environment, this is the place for you.
Benefits of working at Skynet Innovations:
- 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
- 3 weeks PTO
Top Reasons our Employees Love Being Part of the Blue Alliance Family:
- Entrepreneurial Culture
- Fast-paced Flow, with a Variety of Projects
- Collaborative Work Environment
- Training & Certifications
- 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: