Client Support Analyst II

Quanexus is now Skynet Innovations; Phoenix (AZ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

9 paid holidays

401K Retirement with matching contributions

Excellent medical, vision, and dental insurance

Life and disability insurance

Unlimited weeks PTO

Job summary

Total Networks (LayerCake Technologies Phoenix Branch) is seeking a Client Support Analyst II to provide intermediate technical support for our clients in Phoenix. You will be responsible for managing technical support requests via phone and ticketing, ensuring high customer satisfaction while maintaining service levels.

The ideal candidate will possess strong technical skills in areas like Active Directory and networking, with opportunities to develop client rapport through onsite assignments. The position offers comprehensive benefits, including a 401K plan and unlimited PTO.

Qualifications

• Strong knowledge of incident management and ticketing software.
• Experience with remote support and troubleshooting technical issues.
• Ability to document all activities and projects accurately.

Responsibilities

• Provide intermediate technical support for clients via phone and ticketing.
• Document all activities and handoff in-progress tickets.
• Escalate issues according to IT procedures.

Skills

Incident management

Remote support skills

Active Directory

VMware/Hyper-V

Microsoft Windows/Servers

Networking troubleshooting

AzureAD

Documenting procedures

Job description

Client Support Analyst II

Company: Total Networks (LayerCake Technologies Phoenix Branch). Location: Phoenix, Arizona.

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

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