Senior Associate, Global Technical Support
Ciena
Switching
IT Support Technician III
Interlaced.io
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $90,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Acting as an escalated layer of Interlaced's support team, coordinating efforts between department leaders
- Ensuring escalated tickets have a resolution plan
- Reviewing complex and critical service tickets to implement proactive solutions
- Acting as a gatekeeper for Key Contact approval process, contact verification, and license management
- Taking reactive support tickets to resolution and working on proactive projects
- Maintaining knowledge of internal systems and client-facing technology solutions
- Managing internal/client systems improvements and collaborating on technical automation initiatives
- Developing and maintaining assigned key relationships with clients
- Providing training to service team members and new employees
- Assisting in updating the onboarding journey when applicable
- Partnering with leadership to guide team culture.
Requirements
- A minimum of 5+ years working in IT, with a focus on help desk and customer support
- Knowledge of common business technologies and experience working in diverse technical environments
- Technical skill-set with the ability to quickly incorporate new techniques and processes
- Personable with the ability to interact at all levels of the client's business
- Ability to simplify complex technical solutions and convey them to end users
- Experience with various cloud infrastructure components.
- Must have a dedicated working environment/home office with stable internet connection.
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT supporthelp desk supportcustomer supporttechnical automationcloud infrastructure
Soft skills
interpersonal skillscommunication skillsproblem-solvingrelationship managementtraining and mentoring
