Teams at Skynet Innovations

Provides L1 and moderate L2 technical support for assigned clients, resolving tickets, troubleshooting Windows, macOS, cloud platforms, networking, and business applications. Maintains documentation and ticket accuracy, communicates proactively with users and IT stakeholders, identifies recurring issues, participates in on-call coverage, and mentors junior support analysts. The role may be remote, hybrid, in-office, or client-site depending on engagement needs.

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.