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

About the role

LayerCake Technologies is looking for a Support Engineer I to provide 3rd‑shift technical support for its clients. The role runs from 12 am to 9 am EST, Tuesday through Saturday, and combines remote ticket handling with on‑site troubleshooting at client locations.

Key responsibilities

• 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, escalating issues per 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, including in‑person troubleshooting and walkthroughs.
• Maintain established ticket SLAs and customer satisfaction scores.
• Submit weekly timesheets and track billable hours.
• Participate in scheduled on‑call rotations and meet quarterly performance goals.

Required profile

• Ability to work the 12 am‑9 am EST shift, Tuesday‑Saturday.
• Willingness to travel to client sites and lift objects up to 25 lb (with accommodations if needed).
• Strong attention to detail and ability to follow documented procedures.
• Commitment to maintaining SLA and CSAT targets.

Required skills

• Experience with ticketing and incident‑management software.
• Basic knowledge of Active Directory (security groups, group policy, domain controllers).
• Familiarity with virtualization platforms such as VMware or Hyper‑V.
• Understanding of Microsoft Windows operating systems and Windows Server patching/maintenance.
• Fundamental networking troubleshooting (DHCP, DNS, ping, nslookup, traceroute).
• Ability to run scripts and perform remote system actions.
• Use of IT Glue for documentation.

What we offer

• Fun, collaborative team environment.
• 9 paid holidays, 3 weeks PTO, and a 401(k) with matching contributions.
• Comprehensive medical, vision, dental, life, and disability insurance.
• Cell‑phone stipend.
• Opportunities for training, certifications, and career growth.