IT Support Technician II (Overnight)

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.

Interlaced is looking to hire a contracted IT Support Technician II to work an overnight shift supporting our clients. 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 is an efficient problem solver, has high technical skills and experience, 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.

Roles & Responsibilities

• Acting as a key layer of Interlaced's support team you have a responsibility to clearly communicate your availability to IT Support Associates and schedule your client responsibilities proactively.
• Self-sufficient when taking proactive and reactive tickets. Only escalating to IT Support Technician II when a documented solution fails or Interlaced SLA is in jeopardy.
• Gatekeeper for Key Contact approval process and contact verification.
• Working on proactive maintenance such as MDM and security tool maintenance and patching, working on 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).
• Develop knowledge of internal Interlaced systems and client facing technology solutions.
• Develop knowledge of Interlaced clients and Interlaced's service plans.
• Basic understanding of Interlaced's project offerings and how to identify areas of opportunity for Interlaced clients.
• Under direct supervision, working on assigned project tasks for assigned clients.
• Complete assigned training, shadowing, and identify areas of interest for future education.

Ideally, this candidate has a minimum of 3+ years working in IT, with a focus on help desk and customer support who is comfortable working independently. This is a full-time overnight contract position working remotely to assist end users through remote sessions via chat, phone, and email. The candidate is expected to have a dedicated working environment/home office with stable internet connection.

Candidates should possess B2 or higher proficiency in English.

This position is from the hours of 9:00pm - 6:00am Pacific Time (UTC -7 / -8), Sunday through Thursday excluding holidays.

Below are tools we work with at Interlaced and proficiency in several of these tools is 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

What we offer:

• Competitive compensation ($18,000-$22,000 annual DOE) and open ended contract
• Cell phone and health & wellness reimbursements
• 5 paid Vacation days annually
• 16 paid Holidays annually - 6 fixed and 10 flexible
• 2 paid volunteer days annually
• Paid sick time
• Peer-to-peer bonus allowance