Description
Client Support Analyst I
Company: LayerCake Technologies
Location: Greater Atlanta Area
About the Role
LayerCake is seeking an Client Support Analyst I to provide technical support directly at client locations and by phone as assigned. This role follows documented procedures, monitors ticket queues, and ensures service level agreements (SLAs) are met.
Key Responsibilities:
- Document all activities, projects, and tickets daily in the ticketing system.
- Handoff and document in-progress tickets before the end of each shift.
- Monitor ticket gateway and designated queues.
- Escalate issues according to IT Glue documentation.
- Create or update IT Glue articles with new customer findings.
- Communicate with vendors to resolve outage issues.
- Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).
- Work 100% onsite at client-assigned locations, commuting and walking between buildings as required.
Expectations:
- Maintain established ticket SLAs as defined by manager.
- Maintain customer satisfaction (CSAT) scores as defined by manager.
- Submit weekly timesheets by end of shift Friday.
- Work and document established billable hours each week.
- Be available for scheduled on-call rotations.
- Meet annual goals and objectives set in HRIS with quarterly reviews.
Technical Proficiencies:
- Ticketing software: Incident management and time tracking.
- Remote system access: Running scripts and pushing approved actions.
- Active Directory: Basic knowledge of security groups, group policy fundamentals, domain controllers.
- Virtualization: Basic knowledge of VMware/Hyper-V for user incident support.
- Microsoft Windows/Servers: Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers.
- Networking: Basic troubleshooting skills (DHCP, DNS, ping, nslookup, traceroute).
- Software as assigned.
Physical Requirements:
- Ability to handle equipment, talk, hear, read, write, and interpret documents.
- Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).
Benefits of working at LCT:
- Be part of a fun, awesome team
- 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
Top Reasons our Employees Love Being Part of the Blue Alliance Family:
- Entrepreneurial Culture
- Fast-paced Flow, with a Variety of Projects
- Collaborative Work Environment
- Training & Certifications
- Career Growth Opportunities
Why Join LayerCake Technologies ?
LayerCake Technologies, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.
Ready for the next step?
The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.
Please be advised we, Skynet Innovations, participate in E-Verify.
Skills Required
- Provide technical support onsite and by phone
- Document activities, projects, and tickets daily in ticketing system
- Monitor ticket queues and maintain SLAs
- Handoff and document in-progress tickets before end of shift
- Escalate issues according to IT Glue documentation
- Create or update IT Glue articles with customer findings
- Communicate with vendors to resolve outage issues
- Build client rapport during onsite assignments and perform in-person troubleshooting
- Work 100% onsite at client-assigned locations, commuting and walking between buildings
- Be available for scheduled on-call rotations
- Experience with ticketing software (incident management and time tracking)
- Remote system access experience (running scripts and pushing approved actions)
- Basic Active Directory knowledge (security groups, group policy, domain controllers)
- Basic virtualization knowledge (VMware or Hyper-V)
- Basic Microsoft Windows/Server knowledge (patching, maintenance, physical vs virtual)
- Basic networking troubleshooting (DHCP, DNS, ping, nslookup, traceroute)
- Ability to occasionally lift and move objects up to 25 pounds
What We Do
Skynet Innovations, now operating as LayerCake Technologies, is a managed service provider (MSP) that delivers comprehensive IT solutions. Their services include managed and co-managed IT, cybersecurity, cloud computing, and IT consulting. They focus on aligning technology strategies with business goals, providing proactive support, and ensuring system stability and security for organizations across various industries, including manufacturing.
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