IT Support Technician III - Remote

Interlaced is looking to hire a full-time IT Support Technician III authorized to work in the United States. This position requires knowledge of common business technologies and experience working in diverse technical environments as well as with various cloud infrastructure components.

The candidate we are looking for has a technical skill‑set, stays up to date with the latest technology trends, and can quickly incorporate new techniques and processes. The candidate must be personable, able to interact with each level of the client’s business – from the front desk to the CEO – and simplify complex technical solutions for end users.

This is a full‑time position working from home to assist end users through remote sessions, chat, phone, and email. The candidate is expected to have a dedicated working environment/home office with a stable internet connection. Working hours are 8:00 a.m.–5:00 p.m. local time, Eastern Time through Pacific Time, Monday through Friday excluding holidays.

• Act as an escalated layer of Interlaced’s support team, coordinating efforts between department leaders outside the immediate service team and acting as a technical leader in client‑facing calls.
• Ensure escalated tickets have a resolution plan and review complex and critical service tickets to implement proactive solutions.
• Serve as gatekeeper for Key Contact approval process, contact verification, license management, and quote review/approval.
• Take reactive support tickets to resolution and escalating as needed; work on proactive projects, maintenance, internal initiatives, or personal education when not with clients.
• Review and action Bright Gauge dashboard KPIs (SLA, resolution time, stale tickets, etc.).
• Maintain knowledge of internal Interlaced systems and client‑facing technology solutions; manage improvements (PSA, RMM, MDM, SSO, etc.) and collaborate on technical automation initiatives.
• Leverage advanced knowledge of Interlaced clients and service plans to conduct technical client meetings independently and maintain assigned key relationships.
• Keep open lines of communication to Interlaced’s Client Success Managers and IT Support Technician Lead, reporting changes in relationship health.
• Identify areas of opportunity for Interlaced clients and recommend solutions to the CSM or IT Support Technician Lead.
• Manage or collaborate on project tasks for assigned clients.
• Create project templates or adjust project scopes for specific Interlaced clients; recommend change orders when necessary.
• Complete assigned training, shadowing, and identify areas of interest for future education.
• Provide training to service team members and new employees; review education paths with the IT Support Technician Lead or IT Operations Administrator.
• Offer root‑cause analysis for emergency or sensitive service tickets with minimal or no escalated assistance.
• Perform routine steps in the client onboarding journey and/or maintenance set‑up.
• Assist in updating or streamlining onboarding journey when applicable.
• Preserve, develop, and maintain a strong culture aligned with Interlaced’s mission, vision, and values.
• Partner with Interlaced leadership to guide culture.

Below are the tools we work with ic knowledge and proficiency in several of these tools are preferred:

• Meraki
• Ubiquiti
• MacOS
• Windows Desktop OS
• Microsoft Azure
• AWS
• Google Cloud Platform
• Microsoft 365
• Google Workspace
• Slack
• One Login
• Okta
• Jumpcloud SSO
• Sentinel One
• SPF
• DKIM
• DMARC
• DNS Filter
• Datto / Backupify
• Comet Backup
• Back Blaze
• Zoom
• Microsoft Teams
• Ring Central
• Addigy
• Jump Cloud MDM
• Kandji
• Microsoft Intune
• Mosyle

Ideally, this candidate has a minimum of 5+ years working in IT, with a focus on help desk and customer support.

• Starting salary between $70, DOE annual with quarterly bonuses
• FMLA Non‑Exempt
• Medical, vision and dental benefits
• Cell phone and gym reimbursement
• 16 paid holidays annually – 6 fixed and 10 flex
• 2 paid "Give Back" volunteer days annually
• Paid vacation and sick time
• 401k matching
• Fuel reimbursement
• Peer‑to‑peer bonus allowance
• New Mac Book Pro, monitor, keyboard and mouse