Teams at LayerCake

Provides intermediate technical support through phone, ticketing, remote-support, and onsite channels. Responsibilities include monitoring queues, documenting and escalating incidents, resolving Level I escalations, maintaining IT Glue documentation, troubleshooting servers, virtualization, Active Directory, Microsoft 365, networking, and ISP services, and assisting with installations and training. The role requires SLA and customer-satisfaction performance, on-call availability, outage response, billable-hour tracking, and travel up to 25–50%.

Provide intermediate technical support through phone, ticketing, remote, and onsite channels. Responsibilities include monitoring queues, documenting and escalating incidents, resolving Level I escalations, maintaining SLAs and customer satisfaction, troubleshooting Active Directory, virtualization, Windows Server, networking, Azure AD, and Microsoft 365, coordinating with ISPs and vendors, and participating in on-call and outage response activities.

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.