Homeoffice IT Support Technician III - Los Angeles chez Interlaced

Interlaced is a cloud-focused IT services provider, providing outsourced IT services for innovative businesses across the globe. We specialize in designing, implementing, and supporting cutting edge technology infrastructure that helps our clients scale and achieve their missions.



How are we different from traditional IT companies?

• We are cloud focused (but we will train you up if you don’t have all the necessary skills yet).
• We have professional development pathways throughout the organization with accompanying training programs.
• We work with cutting edge clients in forward thinking industries like tech startups, biotech and digital agencies.
• We are poised for significant growth in 2025 and beyond, and need you to help us do it!
• We are a team of hungry, innovative, technology-lovers who are excited to build something amazing together.

Requirements

Interlaced is looking to hire a full-time IT Support Technician III in the Los Angeles area. 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, and stays up to date with the latest technology trends. The ability to quickly incorporate new techniques and processes is a must. The candidate must be personable and have the ability to interact with each level of the client's business, from the front desk to the CEO. The ability to simplify complex technical solutions and convey them to end users is a requisite.

This is a full time position working from home to assist end users through remote sessions, via chat, phone and email and occasionally visiting our Los Angeles area client offices. The candidate is expected to have a dedicated working environment/home office with stable internet connection. This position is from the hours of 8am - 5pm Pacific Time, Monday through Friday excluding holidays.

Roles & Responsibilities

• Acting as an escalated layer of Interlaced's support team you will often interact and coordinate efforts between department leaders outside of your immediate service team. You will also act as a technical leader in client facing calls.
• As one of the highest levels of technical escalation, you will ensure escalated tickets have a resolution plan. You will also review complex and critical service tickets in order to implement proactive solutions to avoid future client impact.
• Gatekeeper for Key Contact approval process, contact verification, adding/removing licenses on behalf of clients, and quote review/approval.
• Taking reactive support tickets to resolution and escalating, if needed. Working on proactive projects, proactive maintenance, internal initiatives, or personal education when not working with clients.
• Review and action on your Brightgauge dashboard KPIs for your performance (SLA, Resolution Time, Stale Tickets, etc).
• Maintain knowledge of internal Interlaced systems and client facing technology solutions. Manage internal/client systems improvements (PSA, RMM, MDM, SSO etc.). Collaborate on technical automation initiatives.
• Advanced knowledge of Interlaced clients and Interlaced's service plans. Able to take technical client meetings without a manager and develop and maintain assigned key relationships.
• Will also keep open lines of communication to Interlaced's Client Success Managers and your IT Support Technician Lead, reporting on any changes in the relationship health within assigned key relationships.
• Deep understanding of Interlaced's project offerings and a leader in identifying areas of opportunity for Interlaced clients, recommending potential solutions to Interlaced CSM or IT Support Technician Lead.
• Managing or collaborating on project tasks for assigned clients.
• Creating project templates or adjusting project scopes for specific Interlaced clients. Creating recommendations for change orders when necessary.
• Complete assigned training, shadowing, and identify areas of interest for future education.
• Provide training to members of your service team and new Interlaced employees. Review education paths in collaboration with IT Support Technician Lead or IT Operations Administrator.
• Provide Interlaced clients with root cause analysis for emergency or sensitive service tickets with minimal to no escalated assistance.
• Follow and perform routine steps in client onboarding journey and/or maintenance set up.
• Assist in updating or streamlining onboarding journey when applicable.
• Preserving, developing, and maintaining a strong culture that aligns with Interlaced’s mission, vision, and values.
• Partner with Interlaced leadership to guide culture.

Below are the tools we work with at Interlaced. Basic 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
• OneLogin
• Okta
• Jumpcloud  SSO
• SentinelOne
• SPF
• DKIM
• DMARC
• DNS Filter
• Datto / Backupify
• Comet Backup
• BackBlaze
• Zoom
• Microsoft Teams
• RingCentral
• Addigy
• JumpCloud 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. This is a full-time position working remotely to assist end users through remote sessions via chat, phone, and email and occasionally visiting our Los Angeles area client offices. The candidate is expected to have a dedicated working environment/home office with stable internet connection.

Benefits

What we offer:

• Starting salary between $80,000-90,000 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 Macbook Pro, monitor, keyboard and mouse