Client Support Analyst II - Remote & Onsite IT Support

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

Job summary

LayerCake is seeking a Client Support Analyst II to provide intermediate technical support for our clients via phone and ticketing systems, with onsite assignments as needed. You will document and monitor requests, escalate according to IT Glue, and travel up to 50% to assist clients in person.

Responsibilities include maintaining SLAs, creating IT Glue articles, and building strong client rapport during onsite visits, with remote support capabilities and a focus on quality service.

Qualifications

• Experience supporting clients via phone and ticketing systems.
• Ability to document activities and tickets daily in the ticketing system.
• Willingness to travel 25–50% for onsite assignments.
• Familiarity with IT Glue documentation system.

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 service

Documentation

On-call readiness

Communication

Tools

Active Directory

VMware

Hyper-V

Windows Server

DNS

DHCP

AzureAD

Microsoft 365

Print servers

Networking

Job description

LayerCake is seeking a Client Support Analyst II to provide intermediate technical support for our clients via phone and ticketing systems, with onsite assignments as needed. You will document and monitor requests, escalate according to IT Glue, and travel up to 50% to assist clients in person.

Responsibilities include maintaining SLAs, creating IT Glue articles, and building strong client rapport during onsite visits, with remote support capabilities and a focus on quality service.