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