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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Enterprise Support Analyst II - **Company:** LAYER CAKE CORP - **Location:** Bryan, TX, United States (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Domain Controllers, Dynamic Host Configuration Protocol, Domain Name System (DNS), Human Resources Information System (HRIS), Hyper-V, Issue Tracking Systems, Networking Hardware, Microsoft Servers, Microsoft Software, Print Servers, Azure Active Directory, Remote Service Software, Server Virtualization, Virtual Local Area Networks, Virtualization Technology, Network Server, Vmware - **Published:** May 16, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=562a87e0dd9fbed8 ## About the Role Do you have experience in Windows?, * Remote Support Tools: Ability to remote into systems, push scripts, and execute actions * Active Directory: Strong knowledge of domain controllers, group policy, and security groups * Virtualization: Strong knowledge of VMware and Hyper-V for user and operational support * Microsoft Windows/Servers: Strong knowledge of Windows environments, physical and virtual servers, patching, maintenance, and print server management * Networking: Strong troubleshooting skills, including DHCP, DNS, VLAN identification, and circuit/ISP issues * Microsoft Technologies: Strong knowledge of Azure AD and Microsoft 365 * Infrastructure: Installation, troubleshooting, and support of Microsoft servers and network equipment * Documentation: Proficiency with central repositories for project documentation * Strong understanding of client-specific technical infrastructure (servers, networks, applications) * Additional software as assigned, * Ability to use hands to handle and control equipment * Ability to communicate effectively (talk and hear) * Ability to read, write, and interpret written documents * Occasionally lift and move objects up to 25 pounds, with or without reasonable accommodations ## Description The Onsite Support Engineer II provides technical support either onsite or by phone as assigned. This role is responsible for following documented support procedures, monitoring ticket queues, and maintaining service level agreements (SLAs) while adhering to established workflows within the ticketing system., * Document all time daily (activities, projects, tickets) in real time within the ticketing system * Ensure in-progress tickets are properly documented and handed off before the end of each shift * Monitor ticket gateway and designated queues * Resolve escalations from Level I support as assigned * Escalate issues according to documented procedures in IT Glue * Create or update documentation in IT Glue based on new customer findings * Remain logged into the phone system to answer incoming calls * Communicate with vendors to resolve outage issues * Build client rapport during onsite assignments through direct interaction and troubleshooting * Provide support at assigned client locations, including commuting or walking between buildings as required Performance Expectations * Maintain established ticket SLAs as defined by management * Maintain customer satisfaction (CSAT) scores as defined by management * Submit weekly timesheets by end of shift each Friday * Meet and document established billable hours each week * Participate in on-call rotations and respond to outage situations as needed * Achieve annual goals and objectives as set in the HRIS and reviewed quarterly ## Related Videos - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Just-in-time Compilation in JVM](https://www.wearedevelopers.com/videos/240-just-in-time-compilation-in-jvm) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Talk to the Duck - Secrets of the Debugging Masters](https://www.wearedevelopers.com/videos/470-talk-to-the-duck-secrets-of-the-debugging-masters) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)