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IT Support Technician III - Remote

3 weeks, 4 days ago
United States
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
AWS Azure GCP macOS
Apply Now
Interlaced

Interlaced

Interlaced: People-focused IT services for small and mid-sized businesses, ensuring security, scalability, and optimization with real human experts.

Internet Software & Services
51-250
Founded 2009
View All Jobs 4

Description

  • Act as an escalated support layer and technical leader in client-facing calls.
  • Resolve complex and critical service tickets and create resolution plans for escalated issues.
  • Review service tickets proactively and implement solutions to reduce future client impact.
  • Manage key contact approvals, contact verification, license changes, and quote review/approval.
  • Handle reactive support tickets, escalate when needed, and complete proactive maintenance and internal initiatives when not supporting clients.
  • Monitor and act on performance KPIs such as SLA, resolution time, and stale tickets in Brightgauge.
  • Maintain knowledge of internal systems and client-facing technologies, including PSA, RMM, MDM, and SSO platforms.
  • Collaborate on technical automation initiatives and manage internal/client system improvements.
  • Lead client technical meetings, maintain assigned key relationships, and communicate relationship health to leadership.
  • Create project templates, adjust project scopes, recommend change orders, and collaborate on project tasks for assigned clients.
  • Provide training to team members and new hires, and participate in shadowing and ongoing education.
  • Deliver root cause analyses for emergency or sensitive service tickets with minimal escalation support.
  • Support client onboarding and maintenance setup, and help streamline the onboarding journey.
  • Partner with leadership to preserve and strengthen a culture aligned with the company’s mission, vision, and values.

Requirements

  • Authorized to work in the United States.
  • Full-time remote role with availability Monday through Friday, 8am–5pm in the local time zone (Eastern Time through Pacific Time), excluding holidays.
  • Dedicated home office/work environment with stable internet connection.
  • Minimum 5+ years of IT experience, with a focus on help desk and customer support.
  • Knowledge of common business technologies and experience in diverse technical environments.
  • Experience with cloud infrastructure components.
  • Ability to stay current on technology trends and quickly adopt new techniques and processes.
  • Strong interpersonal skills and the ability to work with stakeholders from the front desk to the CEO.
  • Ability to explain complex technical solutions clearly to end users.
  • Basic knowledge and proficiency in several of the company’s tools are preferred, including Meraki, Ubiquiti, macOS, Windows Desktop OS, Microsoft Azure, AWS, Google Cloud Platform, Microsoft 365, Google Workspace, Slack, OneLogin, Okta, JumpCloud SSO, SentinelOne, SPF, DKIM, DMARC, DNS Filter, Datto/Backupify, Comet Backup, Backblaze, Zoom, Microsoft Teams, RingCentral, Addigy, JumpCloud MDM, Kandji, Microsoft Intune, and Mosyle.

Benefits

  • Starting salary of $70,000–$80,000 DOE with quarterly bonuses.
  • Medical, vision, and dental benefits.
  • Cell phone and gym reimbursement.
  • 16 paid holidays annually, including 6 fixed and 10 flexible holidays.
  • 2 paid volunteer “Give Back” days annually.
  • Paid vacation and sick time.
  • 401(k) matching.
  • Fuel reimbursement and a peer-to-peer bonus allowance.
  • New MacBook Pro, monitor, keyboard, and mouse provided.

Interested in this position?

Apply directly on the company website

Apply Now

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