IT Specialist - Tier 2 - Direct Hire [Remote]

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ABOUT US:

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ABOUT THE HIRING PROCESS:

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• JOB TYPE: Direct Hire/ FTE Position (no agencies/C2C - see notes below)
• LOCATION: Remote - Work from anywhere - PST/CIST | Full day overlap
• SALARY RANGE: $30,000 – $35,000/yr
• ESTIMATED DURATION: 40h/week - Long term
• EXPERIENCE: 3-5 years
• BRAINTRUST JOB ID: 7780
  
  

THE OPPORTUNITY

Requirements

Key, Traits, Skills, and Behaviors

• Seasoned technical consultant: running escalated tickets from Tier 1 solo or in partnership with Tier 3 guidance/supervision/management to success
• Excellent problem-solving and communication skills
• Administrative Excellence with notes, client and status updates
• Expert troubleshooting capabilities, first-round project scoping, KPI reporting, and goal-setting
• Excellent with taking detailed directions from clients or peers to complete tasks assigned with documentation and within timelines unless notified.
• Maintain relationships with key account stakeholders
  
  

What You’ll Be Working On

About the Role

As a Tier 2, you will be responsible for Tier 2 escalations, Keeping Documentation (Kbase) for Assigned Pod clients up to date, Training new Tier 1 resources, and Assisting with the delivery of escalated service tickets and projects. Self-sufficient when taking proactive and reactive tickets. Only advanced or systematic processes are escalated to a manager or Tier 3. You will be a key technical resource to Interlaced’s support services with the guidance of escalated resources used for design and architecture.

Responsibilities

• Communicate with client to drive assigned initiatives (service tickets, projects, etc.) forward successfully
• Tier 1 escalation tickets and HIGH & EMERGENCY classification tickets per SLA policy
• Maintenance tickets and keeping the board clean for clients in your Client Account Portfolio (“CAP”)
• Schedule Your Day (fill in gaps with scoping/black book/CPR creations/Maintenance)
• Taking client meetings without a manager
• More direct scheduling with client approval to get on-sites scheduled in coordination with Mission Control to ensure resource availability
• Kbase article updates and maintenance template updates
• Kbase creation for proactive maintenance
• Provide root cause analysis reports with minimal to no escalated assistance
• SaaS license provisioning
• Provide shadowing for T1 new hires
• Onboarding new clients and generating maintenance plans
• Consultative Project Recommendation (“CPR”) Generation
• Project Scoping (as expertise aligns and need arises)
• Administrative excellence
  
  

KPIs

• Response Time: This measures the time it takes for Interlaced to respond to a client’s request for support. A shorter response time indicates better client service and will lead to higher client satisfaction. 15 minutes or less
• Resolution Time: This measures the time it takes for Interlaced to resolve a client’s issue. A shorter resolution time indicates that we have the necessary skills and resources to address the problem efficiently, which will increase client satisfaction. Ideally <=8 hours
• First Call/Contact Resolution Rate: This measures the percentage of support requests that are resolved on the first call. A higher first call/contact resolution rate indicates that we have knowledgeable and skilled staff who can solve problems quickly, reducing client downtime and increasing satisfaction. >=75% of tickets (depending on tier)
  
  

About 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 a work-from-home, remote-first company.
• We are cloud focused.
• 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 2023 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.
  
  

Apply Now!

C2C Candidates: This role is not available to C2C candidates working with an agency. If you are a professional contractor who has created an LLC/corp around their consulting practice, this is well aligned with Braintrust and we’d welcome your application.

Braintrust values the multitude of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.