{"schemaVersion":"jobsearcher.job.v1","id":"d8d081fdff3dbb1ea1fd2871","url":"https://jobsearcher.com/jobs/d8d081fdff3dbb1ea1fd2871","canonicalUrl":"https://jobsearcher.com/jobs/d8d081fdff3dbb1ea1fd2871","title":"Client Support Analyst II","description":"Client Support Analyst II\nCompany: Total Networks (LayerCake Technologies Phoenix Branch)\nLocation: Phoenix Arizona\nAbout the Role:\nLayerCake 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.\nResponsibilities:\nDocument all activities, projects, and tickets daily in the ticketing system.\n\nHandoff and document in-progress tickets before the end of each shift.\n\nMonitor ticket gateway and designated queues.\n\nEscalate issues according to IT Glue documentation.\n\nResolve escalations from Level I team as assigned.\n\nCreate or update IT Glue articles with new customer findings.\n\nAssist with ISP and vendor calls for downed services.\n\nBuild client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).\n\nTravel up to 25–50% when assigned.\nExpectations:\nMaintain established SLA requirements for calls and tickets.\n\nMaintain customer satisfaction (CSAT) scores as defined by manager.\n\nSubmit weekly timesheets by end of shift Friday.\n\nWork and document established billable hours each week.\n\nBe available for on-call weeks and during company-wide outage responses.\n\nMeet annual goals and objectives set in HRIS with quarterly reviews.\nTechnical Proficiencies:\nTicketing software: Incident management and time tracking.\n\nRemote support: Running scripts and pushing approved actions.\n\nActive Directory: Strong knowledge of domain controllers, group policy, and security groups.\n\nVirtualization: Strong knowledge of VMware/Hyper-V for incident and operational support.\n\nMicrosoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers.\n\nNetworking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues.\n\nStrong knowledge of AzureAD and Microsoft 365.\n\nMicrosoft Servers and network equipment: Installation, troubleshooting, and training.\n\nProficiency with central repository for project documentation.\n\nStrong understanding of technical infrastructure (servers, networks, applications) for client assignments.\n\nSoftware as assigned.\nPhysical Requirements:\nAbility to handle equipment, talk, hear, read, write, and interpret documents.\n\nOccasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).\nWhy Join LayerCake?\nLayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.\nBenefits:\n9 paid holidays; 6 mandated holidays, 3 floating holidays\n401K Retirement with matching contributions\nExcellent medical, vision, and dental insurance\nLife insurance and disability insurance\nUnlimited weeks PTO\nEligible for PTO, 401k, benefits, you are a full-time employee\nTop Reasons our Employees Love Being Part of the Blue Alliance Family:\nEntrepreneurial Culture\nFast-paced Flow, with a Variety of Projects\nCollaborative Work Environment\nTraining & Certifications\nCareer Growth Opportunities\nReady for the next step?\nThe greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.\nPlease be advised we, LayerCake, participate in E-Verify.","company":"Layercake Technologies","rawCompany":"layercake technologies","city":"Phoenix","state":"AZ","isRemote":false,"isActive":false,"createdAt":"2026-08-04T17:43:22.704Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Client Support Analyst II","description":"Client Support Analyst II\nCompany: Total Networks (LayerCake Technologies Phoenix Branch)\nLocation: Phoenix Arizona\nAbout the Role:\nLayerCake 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.\nResponsibilities:\nDocument all activities, projects, and tickets daily in the ticketing system.\n\nHandoff and document in-progress tickets before the end of each shift.\n\nMonitor ticket gateway and designated queues.\n\nEscalate issues according to IT Glue documentation.\n\nResolve escalations from Level I team as assigned.\n\nCreate or update IT Glue articles with new customer findings.\n\nAssist with ISP and vendor calls for downed services.\n\nBuild client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).\n\nTravel up to 25–50% when assigned.\nExpectations:\nMaintain established SLA requirements for calls and tickets.\n\nMaintain customer satisfaction (CSAT) scores as defined by manager.\n\nSubmit weekly timesheets by end of shift Friday.\n\nWork and document established billable hours each week.\n\nBe available for on-call weeks and during company-wide outage responses.\n\nMeet annual goals and objectives set in HRIS with quarterly reviews.\nTechnical Proficiencies:\nTicketing software: Incident management and time tracking.\n\nRemote support: Running scripts and pushing approved actions.\n\nActive Directory: Strong knowledge of domain controllers, group policy, and security groups.\n\nVirtualization: Strong knowledge of VMware/Hyper-V for incident and operational support.\n\nMicrosoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers.\n\nNetworking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues.\n\nStrong knowledge of AzureAD and Microsoft 365.\n\nMicrosoft Servers and network equipment: Installation, troubleshooting, and training.\n\nProficiency with central repository for project documentation.\n\nStrong understanding of technical infrastructure (servers, networks, applications) for client assignments.\n\nSoftware as assigned.\nPhysical Requirements:\nAbility to handle equipment, talk, hear, read, write, and interpret documents.\n\nOccasionally lift and move objects up to 25 pounds (with or without reasonable accommodations).\nWhy Join LayerCake?\nLayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.\nBenefits:\n9 paid holidays; 6 mandated holidays, 3 floating holidays\n401K Retirement with matching contributions\nExcellent medical, vision, and dental insurance\nLife insurance and disability insurance\nUnlimited weeks PTO\nEligible for PTO, 401k, benefits, you are a full-time employee\nTop Reasons our Employees Love Being Part of the Blue Alliance Family:\nEntrepreneurial Culture\nFast-paced Flow, with a Variety of Projects\nCollaborative Work Environment\nTraining & Certifications\nCareer Growth Opportunities\nReady for the next step?\nThe greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.\nPlease be advised we, LayerCake, participate in E-Verify.","datePosted":"2026-08-04T17:43:22.704Z","dateModified":"2026-08-04T17:43:22.704Z","hiringOrganization":{"@type":"Organization","name":"Layercake Technologies","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Phoenix","addressRegion":"AZ","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"d8d081fdff3dbb1ea1fd2871"},"url":"https://jobsearcher.com/jobs/d8d081fdff3dbb1ea1fd2871"}}