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

- **Company:** LAYER CAKE CORP
- **Location:** United States (Remote available)
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Active Directory, Domain Controllers, Dynamic Host Configuration Protocol, Domain Name System (DNS), Human Resources Information System (HRIS), Hyper-V, Issue Tracking Systems, Traceroute, Nslookup, Ping (Networking Utility), Server Virtualization, Time Tracking Software, Virtualization Technology, Os Ticket, Network Server, Vmware
- **Published:** June 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e652f023c565b699

## About the Role

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).

## Description

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.


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