• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins) • Validate and clarify the issue reported • Answer how-to questions • Fix end-user issues that are resolvable through the Canvas user interface • Replicate, troubleshoot, and describe simple bugs • Keep thorough, clear, and complete records in the ticketing system of all actions taken • Escalate tickets not resolvable at the L1 level to the L2 Support team • Be friendly, efficient, and dependable, and always provide timely updates to users • When assigned, create documentation of Support processes • Perform other duties as assigned by supervisor

• Taking ownership of reported issues and ensuring their resolution from start to finish • Conducting research, diagnosis, troubleshooting, and identifying solutions to address system and service problems • Replicating reported issues and writing detailed bug reports • Escalating unresolved issues to appropriate development teams and documenting standardized solutions for the knowledge base • Handling crises in the event of feature failures or application downtime • Participating in an on-call rotation and leading production incidents • Developing and reporting on key metrics; for example generating custom reports and writing complex SQL queries • Driving cross-team initiatives that have area-wide impact beyond your immediate team • Taking responsibility for technical designs of new services and tools • Identifying gaps in issues and processes, bringing data-driven solutions to the table • Optimising and automating repetitive tasks • Gathering feature requests and making them visible to correct stakeholders for planning • Actively participating in the hiring pipeline and referring candidates

Role Description LayerCake is seeking a Support Engineer II to provide intermediate technical support for our clients. This role involves handling support primarily by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor incoming requests, and ensure service levels are met for both tickets and phone calls. Responsibilities: - Document all activities, projects, and tickets daily in the ticketing system. - Handoff and document in-progress tickets before the end of each shift. - Monitor ticket gateway and designated queues. - Escalate issues according to IT Glue documentation. - Resolve escalations from Level I team as assigned. - Create or update IT Glue articles with new customer findings. - Assist with ISP and vendor calls for downed services. - Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction). - Travel up to 25–50% when assigned. Expectations: - Maintain established SLA requirements for calls and tickets. - Maintain customer satisfaction (CSAT) scores as defined by manager. - Submit weekly timesheets by end of shift Friday. - Work and document established billable hours each week. - Be available for on-call weeks and during company-wide outage responses. - Meet annual goals and objectives set in HRIS with quarterly reviews. Technical Proficiencies: - Ticketing software: Incident management and time tracking. - Remote support: Running scripts and pushing approved actions. - Active Directory: Strong knowledge of domain controllers, group policy, and security groups. - Virtualization: Strong knowledge of VMware/Hyper-V for incident and operational support. - Microsoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers. - Networking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues. - Strong knowledge of AzureAD and Microsoft 365. - Microsoft Servers and network equipment: Installation, troubleshooting, and training. - Proficiency with central repository for project documentation. - Strong understanding of technical infrastructure (servers, networks, applications) for client assignments. - Software as assigned. Physical Requirements: - Ability to handle equipment, talk, hear, read, write, and interpret documents. - Occasionally lift and move objects up to 25 pounds (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.

• Own technical resolution end-to-end • You take full ownership of Tier 2+ escalations. • You debug API integrations independently: auth failures, webhook issues, data sync gaps, rate limiting, intermittent failures, provider-specific limitations. • You diagnose and resolve customer-side JavaScript issues. • You triage AI and chatbot behavior — wrong answers, workflow misconfiguration, hallucination patterns. • You run diagnostic SQL on data discrepancies, missing records, and report mismatches. • After every Tier 2+ resolution, you ask if a pattern can move back to Tier 1. • You build and maintain internal documentation for common failure modes. • You own complex technical issues directly with customers. • You manage expectations confidently through multi-step debugging processes.