Teams at Skynet Innovations

Provide embedded Level 1 technical support for a specific client: resolve tickets using runbooks, handle password resets, workstation and printer issues, escalate appropriately, maintain time entries, follow client procedures, participate in on-call rotation, and build strong client relationships to meet SLAs and CSAT targets.

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.