Skynet Innovations ยท 15 hours ago
Onsite Support Technician (Ann Arbor, MI)
Ann Arbor,MI,US
Full-time
Onsite
New Grad, Entry LevelSkynet Innovations is a trusted managed services provider supporting various organizations with critical IT operations. The Onsite Support Technician role involves providing technical support, performing hardware repairs, and maintaining ticket SLAs while working directly at client locations.
Cloud ComputingInformation TechnologyNetwork SecurityWeb Design
Responsibilities
Document all time daily (activities, projects, tickets) in the ticketing system at the time work is performed
Ensure in-progress tickets are handed off and fully documented before the end of shift
Escalate issues as documented in IT Glue
Document new customer findings by creating or updating articles in IT Glue
Update firmware and drivers on devices, including laptops, computers, and printers
Create part order forms and track inbound items
Build client rapport during onsite assignments through in-person troubleshooting, site walkthroughs, FaceTime, and related activities
Work exclusively at assigned client locations, including commuting and walking to and from client buildings as required by service requests
Maintain established ticket SLAs as defined by the Manager
Maintain established CSAT score as defined by the Manager
Submit timesheets for the current week by end of shift on Friday
Manage physical inventory
Work and document established billable hours each week
Meet annual goals and objectives as set in the HRIS and reviewed quarterly
Qualification
Required
Ability to use hands to manipulate, handle, feel, and control equipment
Ability to talk, hear, see, read, and interpret written documents
Ability to occasionally lift and move objects weighing up to 25 pounds
Must be able to meet these requirements with or without reasonable accommodation
Document all time daily (activities, projects, tickets) in the ticketing system at the time work is performed
Ensure in-progress tickets are handed off and fully documented before the end of shift
Escalate issues as documented in IT Glue
Document new customer findings by creating or updating articles in IT Glue
Update firmware and drivers on devices, including laptops, computers, and printers
Create part order forms and track inbound items
Build client rapport during onsite assignments through in-person troubleshooting, site walkthroughs, FaceTime, and related activities
Work exclusively at assigned client locations, including commuting and walking to and from client buildings as required by service requests
Maintain established ticket SLAs as defined by the Manager
Maintain established CSAT score as defined by the Manager
Submit timesheets for the current week by end of shift on Friday
Manage physical inventory
Work and document established billable hours each week
Meet annual goals and objectives as set in the HRIS and reviewed quarterly
Ticketing software for incident management and time allocation
Basic knowledge of repair and parts replacement for laptops, computers, and printers
Basic knowledge of firmware and driver updates on devices
Communication tools: Microsoft Office and Teams
Additional software as assigned
Benefits
9 paid holidays
401K Retirement with matching contributions
Excellent medical, vision and dental insurance
Life insurance and disability insurance
Cell phone stipend
3 weeks PTO
Company
Skynet Innovations
Skynet Innovations is an IT company specialized in web design & hosting and cloud computing services.
Founded in 2008
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Audrey Sexton
Chief Executive Officer
Shaun Sexton
Advisor to the CEO
Company data provided by crunchbase