Onsite Support Technician II

Description

Onsite Support Technician II

Company: Skynet Innovations
Location: Oklahoma City, OK

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.

• 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.

• 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).

Skynet Innovations, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long‑term value and measurable outcomes.

We’ve always believed small businesses deserve enterprise‑level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.

• 9 paid holidays; 6 mandated holidays, 3 floating holidays
• 401K Retirement with matching contributions
• Excellent medical, vision, and dental insurance
• Life insurance and disability insurance
• Unlimited weeks PTO
• Eligible for PTO, 401k, benefits, you are a full‑time employee

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit your resume and application above.

Please be advised we, Skynet Innovations, participate in E-Verify.