IT Support Technician III - Los Angeles

Interlaced • Los Angeles, CA

87d • $80,000 - $90,000

About The Position

Interlaced is a cloud-focused IT services provider, providing outsourced IT services for innovative businesses across the globe. We specialize in designing, implementing, and supporting cutting edge technology infrastructure that helps our clients scale and achieve their missions. We are looking to hire a full-time IT Support Technician III in the Los Angeles area. This position requires knowledge of common business technologies and experience working in diverse technical environments as well as with various cloud infrastructure components. The candidate we are looking for has a technical skill-set, and stays up to date with the latest technology trends. The ability to quickly incorporate new techniques and processes is a must. The candidate must be personable and have the ability to interact with each level of the client's business, from the front desk to the CEO. The ability to simplify complex technical solutions and convey them to end users is a requisite. This is a full time position working from home to assist end users through remote sessions, via chat, phone and email and occasionally visiting our Los Angeles area client offices. The candidate is expected to have a dedicated working environment/home office with stable internet connection. This position is from the hours of 8am - 5pm Pacific Time, Monday through Friday excluding holidays.

Requirements

• Minimum of 5+ years working in IT, with a focus on help desk and customer support.
• Knowledge of common business technologies and experience working in diverse technical environments.
• Ability to stay up to date with the latest technology trends and quickly incorporate new techniques and processes.
• Personable with the ability to interact with all levels of the client's business.
• Ability to simplify complex technical solutions and convey them to end users.
• Basic knowledge and proficiency in several tools 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, Mosyle.

Responsibilities

• Acting as an escalated layer of Interlaced's support team, interacting and coordinating efforts between department leaders outside of your immediate service team.
• Acting as a technical leader in client facing calls.
• Ensuring escalated tickets have a resolution plan and reviewing complex and critical service tickets to implement proactive solutions.
• Gatekeeping for Key Contact approval process, contact verification, adding/removing licenses on behalf of clients, and quote review/approval.
• Taking reactive support tickets to resolution and escalating if needed, while working on proactive projects, maintenance, internal initiatives, or personal education when not working with clients.
• Reviewing and actioning on your Brightgauge dashboard KPIs for your performance (SLA, Resolution Time, Stale Tickets, etc).
• Maintaining knowledge of internal Interlaced systems and client facing technology solutions, managing internal/client systems improvements (PSA, RMM, MDM, SSO etc.), and collaborating on technical automation initiatives.
• Having advanced knowledge of Interlaced clients and service plans, taking technical client meetings without a manager, and developing and maintaining assigned key relationships.
• Keeping open lines of communication to Interlaced's Client Success Managers and your IT Support Technician Lead, reporting on any changes in the relationship health within assigned key relationships.
• Understanding Interlaced's project offerings and identifying areas of opportunity for clients, recommending potential solutions to Interlaced CSM or IT Support Technician Lead.
• Managing or collaborating on project tasks for assigned clients, creating project templates or adjusting project scopes for specific clients, and creating recommendations for change orders when necessary.
• Completing assigned training, shadowing, and identifying areas of interest for future education.
• Providing training to members of your service team and new Interlaced employees, reviewing education paths in collaboration with IT Support Technician Lead or IT Operations Administrator.
• Providing clients with root cause analysis for emergency or sensitive service tickets with minimal to no escalated assistance.
• Following and performing routine steps in client onboarding journey and/or maintenance set up, and assisting in updating or streamlining onboarding journey when applicable.
• Preserving, developing, and maintaining a strong culture that aligns with Interlaced’s mission, vision, and values, and partnering with Interlaced leadership to guide culture.

Benefits

• Starting salary between $80,000-90,000 DOE annual with quarterly bonuses
• FMLA Non-Exempt
• Medical, vision and dental benefits
• Cell phone and gym reimbursement
• 16 paid Holidays annually - 6 fixed and 10 flex
• 2 paid 'Give Back' volunteer days annually
• Paid vacation and sick time
• 401k matching
• Fuel reimbursement
• Peer-to-peer bonus allowance
• New Macbook Pro, monitor, keyboard and mouse

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees