Remote Client Support Analyst II – IT & Onsite Support

Blue Alliance; Macon (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401K with matching

Health, vision, and dental insurance

Life insurance

Disability insurance

Unlimited PTO

Holidays

Job summary

LayerCake, a Blue Alliance company, is seeking an intermediate Client Support Analyst II to provide remote and onsite technical support for clients. You will document activities, manage tickets, and escalate issues according to documented procedures, with travel expected for onsite assignments.

Responsibilities include monitoring queues, updating IT Glue articles, and maintaining SLA and CSAT targets while supporting Windows servers, AD, and virtualization technologies.

Qualifications

• Demonstrated experience with incident management and ticketing systems.
• Ability to provide remote and onsite technical support per documented procedures.
• Strong knowledge of AD, Windows Server administration, and virtualization.

Responsibilities

• Document all activities, tickets, and projects in the ticketing system daily.
• Escalate issues per IT Glue documentation and handoff in-progress tickets.
• Support ISP and vendor communications for service restoration.
• Assist with onsite troubleshooting and client interaction.

Skills

Incident management

Remote support

Active Directory

VMware/Hyper-V

Windows Servers

Networking troubleshooting

Tools

AzureAD

Microsoft 365

VMware

Job description

LayerCake, a Blue Alliance company, is seeking an intermediate Client Support Analyst II to provide remote and onsite technical support for clients. You will document activities, manage tickets, and escalate issues according to documented procedures, with travel expected for onsite assignments.

Responsibilities include monitoring queues, updating IT Glue articles, and maintaining SLA and CSAT targets while supporting Windows servers, AD, and virtualization technologies.