IT Support Technician III - Remote

Interlaced

1d•$70,000 - $80,000•Remote

About The Position

Interlaced is a cloud-focused IT services provider seeking a full-time IT Support Technician III authorized to work in the United States. This role requires knowledge of common business technologies, experience in diverse technical environments, and familiarity with cloud infrastructure components. The ideal candidate is technically skilled, stays current with technology trends, and can quickly adapt to new techniques. Strong interpersonal skills are essential for interacting with clients at all levels, and the ability to simplify complex technical solutions for end-users is a must. This is a remote position with a dedicated home office requirement, stable internet, and operates Monday through Friday, 8 am - 5 pm in the local time zone (Eastern Time through Pacific Time), excluding holidays.

Requirements

Knowledge of common business technologies.
Experience working in diverse technical environments.
Experience with various cloud infrastructure components.
Technical skill-set and stays up to date with the latest technology trends.
Ability to quickly incorporate new techniques and processes.
Personable with the ability to interact with each level of the client's business, from the front desk to the CEO.
Ability to simplify complex technical solutions and convey them to end users.
Dedicated working environment/home office with stable internet connection.
Minimum of 5+ years working in IT, with a focus on help desk and customer support.
Authorized to work in the United States.

Nice To Haves

Basic knowledge and proficiency in several of the following tools: 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

Act as an escalated layer of Interlaced's support team, interacting and coordinating efforts with department leaders outside the immediate service team.
Serve as a technical leader in client-facing calls.
Ensure escalated tickets have a resolution plan as one of the highest levels of technical escalation.
Review complex and critical service tickets to implement proactive solutions and prevent future client impact.
Manage the Key Contact approval process, contact verification, license management on behalf of clients, and quote review/approval.
Take reactive support tickets to resolution, escalating when necessary.
Work on proactive projects, proactive maintenance, internal initiatives, or personal education when not actively engaged with clients.
Review and action Key Performance Indicators (KPIs) on the Brightgauge dashboard (SLA, Resolution Time, Stale Tickets, etc.).
Maintain knowledge of internal Interlaced systems and client-facing technology solutions.
Manage internal/client systems improvements (PSA, RMM, MDM, SSO, etc.) and collaborate on technical automation initiatives.
Possess advanced knowledge of Interlaced clients and service plans, capable of leading technical client meetings independently and developing/maintaining assigned key relationships.
Maintain open communication with Interlaced's Client Success Managers and IT Support Technician Lead, reporting on relationship health within assigned key relationships.
Demonstrate a deep understanding of Interlaced's project offerings and lead in identifying opportunities for clients, recommending potential solutions to CSM or IT Support Technician Lead.
Manage or collaborate on project tasks for assigned clients.
Create project templates or adjust project scopes for specific clients, and create recommendations for change orders.
Complete assigned training, shadowing, and identify areas for future education.
Provide training to service team members and new Interlaced employees, and review education paths in collaboration with IT Support Technician Lead or IT Operations Administrator.
Provide clients with root cause analysis for emergency or sensitive service tickets with minimal escalated assistance.
Follow and perform routine steps in client onboarding and/or maintenance setup.
Assist in updating or streamlining the onboarding journey.
Preserve, develop, and maintain a strong culture aligned with Interlaced’s mission, vision, and values.
Partner with Interlaced leadership to guide culture.