Client Support Engineer II — Remote & Onsite Troubleshooter

Blue Alliance; Phoenix (AZ); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

401K matching

Excellent medical, vision, dental

Unlimited PTO

Job summary

LayerCake Technologies Phoenix Branch is seeking a Client Support Analyst II to provide intermediate technical support for our clients by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor requests, and ensure SLAs are met.

The role requires travel up to 50% and hands-on experience with AD, AzureAD, M365, VMware/Hyper‑V and IT Glue documentation. You will build strong client rapport and escalate issues as appropriate.

Qualifications

• Experience providing intermediate technical support via phone and ticketing systems.
• Strong knowledge of Active Directory, AzureAD and Microsoft 365.
• Ability to escalate issues per documented processes.
• Willingness to travel up to 50% and perform onsite support as needed.

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

Active Directory

AzureAD

Microsoft 365

VMware/Hyper-V

IT Glue

Ticketing systems

Tools

VMware/Hyper-V

IT Glue

Job description

LayerCake Technologies Phoenix Branch is seeking a Client Support Analyst II to provide intermediate technical support for our clients by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor requests, and ensure SLAs are met.

The role requires travel up to 50% and hands-on experience with AD, AzureAD, M365, VMware/Hyper‑V and IT Glue documentation. You will build strong client rapport and escalate issues as appropriate.