Enterprise Support Analyst II

Job Title: Enterprise Support Analyst I

Company: Layer Cake Technologies

Location: 100% onsite in Bryan, TX

Layer Cake is seeking a Support Analyst I to provide technical support primarily via phone and ticketing systems, with occasional onsite support as needed. This role is responsible for following established support procedures, monitoring ticket queues, and maintaining service level agreements (SLAs) for both tickets and calls.

• Document all time daily in the ticketing system, including activities, projects, and tickets
• Monitor ticket gateways and designated queues
• Ensure in-progress tickets are properly documented and handed off at the end of each shift
• Escalate issues according to documented procedures
• Create and update customer documentation and knowledge base articles
• Build strong client relationships during onsite assignments
• Travel as assigned (approximately 25–50%)

• Maintain call and ticket SLAs as defined by management
• Achieve customer satisfaction (CSAT) targets
• Submit weekly timesheets by end of shift on Fridays
• Meet established billable hour requirements
• Participate in annual goal setting and quarterly performance reviews

• Ticketing Systems: Incident management and time tracking
• Remote Tools: Ability to access systems and execute approved scripts
• Active Directory: Basic understanding of security groups, group policies, and domain controllers
• Virtualization: Familiarity with VMware and Hyper‑V
• Microsoft Windows/Servers: Basic knowledge of Windows environments, server types, patching, and maintenance
• Networking: Basic troubleshooting skills, including DHCP, DNS, ping, nslookup, and trace route

• 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

• 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.