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 Level 1 technical support for a dedicated client engagement. Resolve routine tickets involving passwords, accounts, workstations, printers, and standard applications using runbooks and documentation. Communicate proactively with end users and IT stakeholders, document escalations, maintain accurate time entries, follow client procedures, meet service metrics, work assigned coverage shifts, and participate in on-call rotation.

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.