Client Support Analyst II

LayerCake Technologies; Macon (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid holidays

401K match

Health, vision, dental insurance

Life and disability insurance

Unlimited PTO

Full-time employee status

Job summary

LayerCake Technologies in Macon, GA is seeking a Client Support Analyst II to provide intermediate technical support for clients, primarily by phone and ticketing system, with onsite assignments as needed.

You will document activities in the ticketing system, monitor queues, and escalate issues per IT Glue guidelines while maintaining SLA and CSAT targets. Travel up to 50% is required for onsite visits.

Qualifications

• Document activities and tickets daily in the ticketing system.
• Escalate issues following IT Glue guidelines.
• Assist with ISP and vendor communications for downtimed services.
• Travel up to 50% for onsite assignments.

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.
• Resolve escalations from Level I team as assigned.
• Create or update IT Glue articles with new customer findings.
• Assist with ISP and vendor calls for downed services.
• Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).
• Travel up to 25–50% when assigned.

Skills

Customer-focused

Effective communication

Team collaboration

Problem solving

Tools

Incident management software

Time tracking

Active Directory

VMware/Hyper-V

Windows Servers

DHCP/DNS networking

AzureAD & Microsoft 365

IT documentation repository

Job description

Client Support Analyst II - Macon, GA

About the Role

LayerCake is seeking a Support Engineer II to provide intermediate technical support for our clients. This role involves handling support primarily by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor incoming requests, and ensure service levels are met for both tickets and phone calls.

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.
• Resolve escalations from Level I team as assigned.
• Create or update IT Glue articles with new customer findings.
• Assist with ISP and vendor calls for downed services.
• Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).
• Travel up to 25–50% when assigned.

Expectations

• Maintain established SLA requirements for calls and tickets.
• 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 on-call weeks and during company-wide outage responses.
• Meet annual goals and objectives set in HRIS with quarterly reviews.

Technical Proficiencies

• Ticketing software: Incident management and time tracking.
• Remote support: Running scripts and pushing approved actions.
• Active Directory: Strong knowledge of domain controllers, group policy, and security groups.
• Virtualization: Strong knowledge of VMware/Hyper-V for incident and operational support.
• Microsoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers.
• Networking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues.
• Strong knowledge of AzureAD and Microsoft 365.
• Microsoft Servers and network equipment: Installation, troubleshooting, and training.
• Proficiency with central repository for project documentation.
• Strong understanding of technical infrastructure (servers, networks, applications) for client assignments.
• 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

• 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

Top Reasons our Employees Love Being Part of the Blue Alliance Family

1. Entrepreneurial Culture
2. Fast-paced Flow, with a Variety of Projects
3. Collaborative Work Environment
4. Training & Certifications
5. Career Growth Opportunities

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 submit their resume and application.

Please be advised we, LayerCake, participate in E-Verify.