Teams at LayerCake

Supports internal platform operations through customer and user onboarding, Microsoft 365 and Entra ID administration, permissions management, lifecycle requests, configuration checks, platform audits, ticket resolution, access reviews, and detailed documentation. The role follows established procedures, maintains platform inventories and license records, escalates exceptions, and supports compliance certification requirements including CJIS and CMMC.

Provides intermediate technical support through phone, ticketing, remote support, and onsite assignments. Monitors queues, documents incidents, meets SLAs, resolves Level I escalations, updates IT Glue knowledge articles, troubleshoots Active Directory, virtualization, Windows servers, Microsoft 365, networking, and ISP issues, and supports vendor coordination. Travel may reach 25–50%, with on-call and outage-response responsibilities.