3rd Shift Remote Support Engineer I (12am-9am EST Tuesday-Saturday)

LayerCake is seeking an Support Engineer I to provide technical support directly at client locations and by phone as assigned. This role follows documented procedures, monitors ticket queues, and ensures service level agreements (SLAs) are met., * 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.
• Create or update IT Glue articles with new customer findings.
• Communicate with vendors to resolve outage issues.
• Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction).
• Work 100% onsite at client-assigned locations, commuting and walking between buildings as required.

Expectations:

• Maintain established ticket SLAs as defined by manager.
• 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 scheduled on-call rotations.
• Meet annual goals and objectives set in HRIS with quarterly reviews.

Do you have experience in Vendor communication?, * Ticketing software: Incident management and time tracking.

• Remote system access: Running scripts and pushing approved actions.
• Active Directory: Basic knowledge of security groups, group policy fundamentals, domain controllers.
• Virtualization: Basic knowledge of VMware/Hyper-V for user incident support.
• Microsoft Windows/Servers: Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers.
• Networking: Basic troubleshooting skills (DHCP, DNS, ping, nslookup, traceroute).
• 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).

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, * Be part of a fun, awesome team
• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision and dental insurance
• Life insurance and disability insurance
• Cell phone stipend
• 3 weeks PTO

Top Reasons our Employees Love Being Part of the Blue Alliance Family:

• Entrepreneurial Culture
• Fast-paced Flow, with a Variety of Projects
• Collaborative Work Environment
• Training & Certifications
• Career Growth Opportunities

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.