Note: The job is a remote job and is open to candidates in USA. LayerCake Technologies is a managed services provider supporting organizations with critical IT operations. The Dedicated Support Analyst II provides day-to-day technical support in a designated client environment, resolving tickets, communicating with client stakeholders, and maintaining client-specific documentation and service standards.
Responsibilities
- Resolve service tickets across L1 and moderate L2 complexity
- Troubleshoot unfamiliar issues using documentation, vendor resources, and collaboration
- Escalate advanced issues with detailed documentation
- Identify and flag recurring issues within the client environment
- Serve as a primary support contact for client end users and IT stakeholders
- Provide proactive updates, clear timelines, and consistent follow-through
- Support and guide Analyst I team members
- Contribute to and maintain client-specific documentation and knowledge base
- Maintain accurate time tracking for all tickets
- Follow ticket handling standards and client-specific procedures
- Participate in scheduled on-call rotation
- Demonstrate company values in all client and team interactions
- Take ownership of outcomes and maintain high standards in communication and documentation
Skills
- 1+ years of experience in IT support, help desk, or technical service delivery
- Windows and macOS administration
- Cloud productivity platforms
- Basic networking concepts
- Common business applications
- Strong troubleshooting and problem-solving skills beyond standard procedures
- Excellent written and verbal communication skills
- Consistent documentation quality and ticket management
- Experience in a managed services (MSP) environment
- CompTIA A+, Network+, or equivalent certifications
- Familiarity with RMM tools, PSA platforms, and documentation systems
- Experience in onsite or client-embedded support roles
- Experience supporting cloud-based identity and productivity environments
Benefits
- 9 paid holidays; 6 mandated holidays, 3 floating holidays
- 401K Retirement with matching contributions
- Excellent medical, vision, and dental insurance
- Life insurance and disability insurance
- Unlimited weeks PTO
- Eligible for PTO, 401k, benefits, you are a full-time employee
- Training & Certifications
- Career Growth Opportunities
Company Overview