Support Analyst II

Job Description Description: Job Title: Enterprise Support Analyst IICompany: LayerCake TechnologiesLocation: Bryan, TXRole Overview The Onsite Support Engineer II provides technical support either onsite or by phone as assigned. This role is responsible for following documented support procedures, monitoring ticket queues, and maintaining service level agreements (SLAs) while adhering to established workflows within the ticketing system.Key Responsibilities Document all time daily (activities, projects, tickets) in real time within the ticketing systemEnsure in-progress tickets are properly documented and handed off before the end of each shiftMonitor ticket gateway and designated queuesResolve escalations from Level I support as assignedEscalate issues according to documented procedures in IT GlueCreate or update documentation in IT Glue based on new customer findingsRemain logged into the phone system to answer incoming callsCommunicate with vendors to resolve outage issuesBuild client rapport during onsite assignments through direct interaction and troubleshootingProvide support at assigned client locations, including commuting or walking between buildings as requiredPerformance Expectations Maintain established ticket SLAs as defined by managementMaintain customer satisfaction (CSAT) scores as defined by managementSubmit weekly timesheets by end of shift each FridayMeet and document established billable hours each weekParticipate in on-call rotations and respond to outage situations as neededAchieve annual goals and objectives as set in the HRIS and reviewed quarterlyTechnical Skills & Proficiencies Ticketing Software: Incident management and time allocationRemote Support Tools: Ability to remote into systems, push scripts, and execute actionsActive Directory: Strong knowledge of domain controllers, group policy, and security groupsVirtualization: Strong knowledge of VMware and Hyper-V for user and operational supportMicrosoft Windows/Servers: Strong knowledge of Windows environments, physical and virtual servers, patching, maintenance, and print server managementNetworking: Strong troubleshooting skills, including DHCP, DNS, VLAN identification, and circuit/ISP issuesMicrosoft Technologies: Strong knowledge of Azure AD and Microsoft 365Infrastructure: Installation, troubleshooting, and support of Microsoft servers and network equipmentDocumentation: Proficiency with central repositories for project documentationStrong understanding of client-specific technical infrastructure (servers, networks, applications)Additional software as assignedWork Environment & Physical Requirements Ability to use hands to handle and control equipmentAbility to communicate effectively (talk and hear)Ability to read, write, and interpret written documentsOccasionally lift and move objects up to 25 pounds, with or without reasonable accommodationsAdditional Information Employees are expected to comply with company policies, meet performance expectations, and uphold organizational values. This includes reporting any suspected violations of laws or standards of conduct and treating clients, customers, and colleagues with respect and integrity.If this sounds like what you're looking for, it could be a great fit—for you and for us.Benefits of working at LayerCake:Be part of a fun, awesome team9 paid holidays401K Retirement with matching contributionsExcellent medical, vision and dental insuranceLife insurance and disability insuranceCell phone stipend3 weeks PTOTop Reasons our Employees Love Being Part of the Blue Alliance Family:Entrepreneurial CultureFast-paced Flow, with a Variety of ProjectsCollaborative Work EnvironmentTraining & CertificationsCareer Growth OpportunitiesReady for the next step?The 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.Please be advised we, LayerCake, participate in E-Verify.Why Join LayerCake Technologies?LayerCake Technologies, 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.Requirements: