Hybrid Support Engineer II: Onsite & Remote IT Expert

Skynet Innovations; Dayton (OH); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid holidays

401K matching

Medical insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

Unlimited PTO

Full-time status

Job summary

Skynet Innovations is seeking a Support Engineer II to provide intermediate technical support for clients. The role primarily handles support by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor requests, and ensure service levels are met for both tickets and calls.

Responsibilities include documenting activities, escalating issues per IT Glue, and building client rapport during onsite visits. Travel up to 50% may be required

Qualifications

• Experience using ticketing systems to manage incidents and service requests.
• Strong phone and ticketing support workflow with adherence to SLA.
• Willingness to travel 25–50% for onsite assignments.
• Ability to document actions, changes, and resolutions clearly and promptly.

Responsibilities

• Document all activities, projects, and tickets daily in the ticketing system.
• Handoff and document in-progress tickets before the end of each shift.
• Monitor ticket gateway and designated queues.
• Escalate issues according to IT Glue documentation.
• Resolve escalations from Level I team as assigned.
• Create or update IT Glue articles with new customer findings.
• Assist with ISP and vendor calls for downed services.
• Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).

Skills

Ticketing systems

Phone-based support

On-site support

Documentation

Customer service

Escalation handling

Tools

Active Directory

VMware/Hyper-V

AzureAD / MS 365

Windows Servers

Networking (DHCP/DNS)

IT Glue

Job description

Skynet Innovations is seeking a Support Engineer II to provide intermediate technical support for clients. The role primarily handles support by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor requests, and ensure service levels are met for both tickets and calls.

Responsibilities include documenting activities, escalating issues per IT Glue, and building client rapport during onsite visits. Travel up to 50% may be required