IT Support Technician III

About the Role

Interlaced is a cloud-first IT services company that delivers outsourced technology support to growing organizations around the world. The team designs, deploys, and maintains modern infrastructure that helps clients scale and stay aligned with their goals.

Unlike a traditional IT provider, the company emphasizes cloud technologies, ongoing learning, and structured career growth. It works with innovative businesses in sectors such as technology startups, biotech, and digital agencies, and is preparing for major expansion in 2026 and beyond.

This is a remote, full-time role for someone authorized to work in the United States. The position supports users through remote sessions, chat, phone, and email, and requires a dedicated home office with reliable internet service. Working hours are 8:00 AM to 5:00 PM in the candidate’s local time zone, aligned to the Eastern Time through Pacific Time range, Monday through Friday except holidays.

What You’ll Do

• Serve as a senior escalation point within the support organization and coordinate with leaders outside the immediate service team as needed.
• Lead client-facing technical discussions and help drive resolution plans for complex or critical issues.
• Assess high-priority tickets, recommend proactive fixes, and reduce the likelihood of repeat client impact.
• Handle approval workflows such as key contact verification, license changes, and quote review or approval.
• Resolve reactive support requests while balancing proactive maintenance, internal projects, and self-directed learning during quieter periods.
• Track and act on performance metrics such as SLA compliance, resolution time, and stale tickets through the Brightgauge dashboard.
• Maintain strong working knowledge of internal systems and client-facing platforms, including PSA, RMM, MDM, SSO, and automation tools.
• Develop trusted relationships with assigned clients, participate in technical meetings independently, and collaborate closely with Client Success Managers and the IT Support Technician Lead.
• Identify opportunities for client improvements, recommend suitable solutions, and support project planning or task execution for assigned accounts.
• Build or adjust project templates and scope documents, and prepare change-order recommendations when required.
• Complete training, shadowing, and ongoing professional development, while also helping train teammates and new hires.
• Provide root-cause analysis for sensitive or urgent issues with little to no escalation support.
• Follow onboarding and maintenance procedures, and help refine those processes where possible.
• Support the culture of the organization and work with leadership to reinforce mission, vision, and values.

Required Background

The ideal candidate brings at least 5 years of IT experience, with a strong focus on help desk and customer support. Experience in varied technical environments and familiarity with cloud infrastructure are important. The role calls for someone who can quickly learn new tools and methods, explain technical topics in plain language, and communicate comfortably with people at every level of a client organization, from front desk staff to executives.

Applicants must be able to work in the United States and should be comfortable supporting users remotely from a home office setup with stable internet access. Basic familiarity with several of the company’s tools and platforms is preferred, including networking, endpoint, identity, backup, collaboration, and cloud services.

Tools and Platforms

• Meraki and Ubiquiti
• macOS and Windows desktop systems
• Microsoft Azure, AWS, and Google Cloud Platform
• Microsoft 365 and Google Workspace
• Slack, Zoom, Microsoft Teams, and RingCentral
• OneLogin, Okta, and JumpCloud SSO
• SentinelOne
• SPF, DKIM, and DMARC
• DNS Filter
• Datto / Backupify, Comet Backup, and BackBlaze
• Addigy, JumpCloud MDM, Kandji, Microsoft Intune, and Mosyle

Work Schedule

This role follows a Monday through Friday schedule, excluding holidays, with working hours from 8:00 AM to 5:00 PM in the employee’s local time zone, spanning the Eastern to Pacific time zone range.

Benefits

The position includes a starting annual salary of $70,000 to $80,000 depending on experience, plus quarterly bonuses. Benefits include medical, vision, and dental coverage; cell phone and gym reimbursement; 16 paid holidays per year, made up of 6 fixed holidays and 10 flexible holidays; 2 paid volunteer days each year; paid vacation and sick leave; 401(k) matching; fuel reimbursement; peer-to-peer bonus allowance; and a new MacBook Pro, monitor, keyboard, and mouse.

Additional Employment Details

This is a full-time, non-exempt position under FMLA classification.

The company also emphasizes professional development pathways, training programs, and a collaborative culture built around innovation and growth.