Teams at Skynet Innovations

Serve as the pods senior individual contributor and escalation point, resolving the most complex tickets (server admin, networking, cloud, security triage), mentoring junior analysts, authoring advanced documentation, ensuring high-quality escalations, participating in on-call rotation, and supporting client communications and operational improvements.

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. Monitor queues, document and hand off tickets, resolve escalations, update IT Glue articles, assist with ISP/vendor issues, maintain SLAs/CSAT, and be available for on-call and travel assignments.