Client Support Engineer II — Remote & Onsite Travel

LayerCake Technologies; Phoenix (AZ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

9 paid holidays

401K with matching

Medical, vision and dental insurance

Life and disability insurance

Unlimited PTO

Full-time employee benefits

Job summary

LayerCake Technologies Phoenix Branch is seeking a Support Engineer II to provide intermediate technical support for clients, primarily by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures and monitor requests to ensure SLA adherence.

Responsibilities include documenting activities and tickets, escalating issues per IT Glue guidelines, and building client rapport during onsite visits. Travel may be required (up to 50%).

Qualifications

• Experience with incident management and ticketing systems.
• Hands-on support for Windows servers and networks.
• Ability to document procedures clearly.

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.
• Travel up to 25–50% when assigned.

Skills

Active Directory

VMware/Hyper-V

Windows Server

Networking

AzureAD/M365

Remote Support

IT Glue

Incident Management

Tools

IT Glue

Job description

LayerCake Technologies Phoenix Branch is seeking a Support Engineer II to provide intermediate technical support for clients, primarily by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures and monitor requests to ensure SLA adherence.

Responsibilities include documenting activities and tickets, escalating issues per IT Glue guidelines, and building client rapport during onsite visits. Travel may be required (up to 50%).