Teams at LayerCake

Provides L1 and moderate L2 technical support for assigned client environments. Resolves tickets, troubleshoots unfamiliar issues, documents solutions, identifies recurring problems, communicates with client stakeholders, mentors junior analysts, maintains ticket accuracy, participates in on-call rotations, and supports Windows, macOS, cloud productivity, networking, and business applications. The role may be remote, hybrid, in-office, or client-site depending on engagement needs.

Provides L1 and moderate L2 technical support for assigned client environments, resolves tickets, troubleshoots Windows, macOS, cloud, networking, and business application issues, communicates with client stakeholders, documents resolutions, identifies recurring problems, mentors junior analysts, maintains ticket standards, and participates in on-call coverage. The role may be remote, hybrid, in-office, or client-onsite and requires compliance certifications for regulated environments.

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.