Onsite Support Technician II

SKYNET INNOVATIONS LLC•Oklahoma City, OK

31m•Onsite

About The Position

Skynet Innovations is seeking an Onsite Support Technician II to provide technical support both onsite and remotely as assigned. This role is responsible for following established support procedures, monitoring ticket queues, maintaining Service Level Agreements (SLAs), and resolving escalated technical issues. The position is fully client-facing and requires regular presence at assigned client locations.

Requirements

Ticketing software for incident management and time tracking.
Remote system access, including running scripts and automated actions.
Active Directory: Strong knowledge of domain controllers, group policy, and security groups.
Virtualization: Strong knowledge of VMware and Hyper-V for incident and operational support.
Microsoft Windows/Servers: Strong knowledge of Windows environments, physical vs. virtual servers, patching, maintenance, and print server management.
Networking: Strong troubleshooting skills including DHCP, DNS, VLAN identification, and circuit/ISP issue resolution.
Azure AD and Microsoft 365: Strong working knowledge.
Microsoft servers and network equipment installation and troubleshooting.
Proficiency with centralized project documentation repositories.
Strong understanding of client-specific technical infrastructure (servers, networks, applications).
Software as assigned.
Ability to use hands to manipulate, handle, and control equipment.
Ability to talk, hear, read, write, and interpret written documents.
Ability to occasionally lift and move objects up to 25 pounds (with or without reasonable accommodation).

Responsibilities

Document all activities, projects, and tickets daily in the ticketing system at the time work is performed.
Handoff and document in-progress tickets before the end of each shift.
Monitor the ticket gateway and designated service queues.
Resolve escalations from Level I team members as assigned.
Escalate issues according to IT Glue documentation.
Create or update IT Glue articles to document new customer findings.
Remain logged into the phone system to respond to incoming calls.
Communicate with vendors to resolve outage-related issues.
Build strong client relationships through onsite troubleshooting, walkthroughs, and direct interaction.
Work 100% onsite at assigned client locations, including commuting between buildings as required.
Maintain established ticket SLAs as defined by management.
Maintain customer satisfaction (CSAT) scores as defined by management.
Submit weekly timesheets by end of shift Friday.
Work and document established billable hours each week.
Participate in on-call rotations and support all-hands-on-deck outage situations.
Meet annual goals and objectives set in the HRIS system and reviewed quarterly.