Teams at Skynet Innovations

Provides L1 and moderate L2 technical support for assigned clients, resolving tickets, troubleshooting Windows, macOS, cloud productivity, networking, and business application issues. The analyst communicates with client stakeholders, documents resolutions, identifies recurring problems, mentors junior analysts, maintains ticket accuracy, contributes to knowledge bases, participates in on-call rotations, and follows client-specific procedures and compliance requirements.

Provide intermediate technical support via phone, ticketing system, and onsite visits. Monitor and document tickets, escalate per IT Glue, resolve Level I escalations, maintain SLAs and CSAT, assist with ISP/vendor issues, build client rapport onsite, update knowledgebase articles, participate in on-call rotations, and travel up to 25-50% as assigned.

Provide intermediate technical support via phone, ticketing, and onsite visits; document and hand off tickets; resolve Level I escalations; maintain SLA and CSAT targets; troubleshoot Active Directory, VMware/Hyper-V, Windows Servers, networking (DHCP/DNS/VLAN), AzureAD/Microsoft 365; create IT Glue documentation; assist with ISP/vendor outages and travel as needed.