Enterprise Support Analyst II

Job Title: Enterprise Support Analyst II

Company: Layer Cake Technologies

Location: Bryan, TX

Role Overview

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.

Key Responsibilities

• 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

Technical Skills & Proficiencies

• Ticketing Software:
  Incident management and time allocation
• 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

Work Environment & Physical Requirements

• 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

Benefits Of Working At Layer Cake

• 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

Please be advised we, Layer Cake, participate in E‑Verify.