Support Engineer II

Support Engineer II

Company : Skynet Innovations

Location : Cincinnati, OH

About the Role :

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

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).
• Travel up to 25-50% when assigned.

Expectations :

Technical Proficiencies :

Physical Requirements :

Why Join Skynet?

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.

Benefits :

Top Reasons our Employees Love Being Part of the Blue Alliance Family :

Ready for the next step?

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 their resume and application above.

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