Teams at Skynet Innovations

Serve as the pod’s highest-level individual contributor and escalation point; resolve the most complex tickets (advanced server admin, networking, cloud troubleshooting, security triage), mentor and train junior analysts, author advanced documentation, manage client communications for complex issues, participate in on-call rotation, and ensure escalations leaving the pod are complete and actionable.

Provide intermediate technical support via phone, ticketing, and onsite visits; monitor and resolve tickets, escalate per documentation, update knowledge base (IT Glue), assist vendors/ISPs, maintain SLAs, on-call and travel responsibilities.

Provide onsite and phone-based IT support, monitor ticket queues, resolve Level I escalations, maintain SLAs and CSAT, document work in IT Glue, manage Active Directory, virtualization, Windows servers, networking, and Azure/M365, participate in on-call rotations and vendor coordination.