[Hiring] Dedicated Support Analyst III @LayerCake Technologies

Role Description

LayerCake is seeking a Dedicated Support Analyst III to handle a broader range of support requests within an assigned client engagement with greater independence. This role focuses on developing deeper knowledge of the client environment, solving more complex technical issues, and becoming a trusted day-to-day support resource for the client.

Key Responsibilities

• Ticket Resolution & Service Delivery:
  • Resolve assigned service tickets across L1 and moderate L2 complexity.
  • Work through unfamiliar issues methodically using available documentation, vendor resources, and peer collaboration before escalating.
  • Escalate issues that exceed current capabilities with thorough documentation.
  • Identify recurring issues within the client environment and flag patterns.
• Client Relationship & Communication:
  • Serve as a recognized day-to-day support contact for client end users and IT stakeholders.
  • Manage client expectations through proactive updates, clear timelines, and follow-through on commitments.
• Mentorship & Knowledge Sharing:
  • Support Analyst I team members within the engagement by answering questions and providing guidance.
  • Model strong documentation practices.
  • Contribute to the client-specific knowledge base.
• Operational Discipline:
  • Maintain accurate time entries on every ticket.
  • Follow ticket handling standards and client-specific procedures.
  • Participate in the on-call rotation as scheduled.

Qualifications

• Required:
  • 1+ years of experience in IT support, help desk, or a technical service delivery role.
  • Working knowledge of Windows and macOS administration, cloud productivity platforms, basic networking concepts, and common business applications.
  • Demonstrated ability to troubleshoot beyond runbooks using logical problem-solving and available resources.
  • Strong written and verbal communication skills.
  • Consistent track record of documentation quality and ticket hygiene.
• Preferred:
  • Experience in an MSP or managed services environment.
  • CompTIA A+, Network+, or equivalent certifications.
  • Familiarity with RMM tools, PSA platforms, and documentation platforms.
  • Experience in a client-embedded or onsite support role.
  • Experience supporting cloud-based identity and productivity environments.

Requirements

• The position may be in-office, hybrid, fully remote, or onsite at the client’s location depending on the engagement structure.
• A professional work environment with reliable high-speed internet connectivity is required.
• Shifts are assigned based on regional coverage needs and may include staggered start times.
• The Analyst must be logged in, available, and working tickets for the full duration of the assigned shift, excluding approved breaks and meal periods.
• Participation in an on-call rotation is expected.
• Travel is not a primary function of this role.

Compliance & Certifications

• LayerCake serves clients in regulated industries that require personnel to hold specific compliance certifications before accessing their environments. Familiarity with the following compliance frameworks is expected:
• CJIS Security Awareness Certification
• CMMC (Cybersecurity Maturity Model Certification)
• Willingness to obtain and maintain required compliance certifications is expected. Certification requirements may evolve as LayerCake's client portfolio expands into additional regulated industries.

Values in Action

• Lead with Ownership: Own every ticket from intake to resolution, follow through on commitments, and take accountability for outcomes.
• Aligned Partnership: Adapt to the client’s working style and culture while maintaining LayerCake’s standards.
• You Win, We Win: Treat the client’s success as personal success.
• Elevated Standards: Maintain high documentation quality, communication standards, and technical rigor on every ticket.
• Relentless Curiosity: Build technical knowledge through every ticket, expand capabilities, and reduce dependency on escalation.

Physical Requirements

• Use hands to manipulate, handle, feel, and control items or equipment.
• Talk and hear.
• See and read.
• Write and interpret written documents.
• Occasionally lift and move objects weighing up to 25 pounds.
• These requirements must be met with or without reasonable accommodations.

Benefits

• 9 paid holidays; 6 mandated holidays, 3 floating holidays
• 401K Retirement with matching contributions
• Excellent medical, vision, and dental insurance
• Life insurance and disability insurance
• Unlimited weeks PTO
• Eligible for PTO, 401k, benefits, you are a full-time employee

Company Description

LayerCake, 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.