Interlaced.io - It Support Mdm Specialist - Direct Hire [Remote]

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• BRAINTRUST JOB ID: 7414
• JOB TYPE: Direct Hire/ FTE Position (no agencies/C2C - see notes below)
• LOCATION: Remote - Work from anywhere
• SALARY RANGE: $30,000 – $35,000/yr
• ESTIMATED DURATION: 40h/week - Long term
• EXPERIENCE: 3-5 years

THE OPPORTUNITY
Requirements
Interlaced is looking to hire full-time Tier 2 MDM Specialist to work remotely for an 8 AM to 5 PM PST Shift
This position requires knowledge of common business technologies and experience working in diverse technical environments as well as with various cloud infrastructure components.
Key, Traits, Skills, And Behaviors

• MDM (mobile device management) experience (Addigy, Octa, InTune, etc)
• Expert level customer service as you will be the first touchpoint for many of the customers
• Seasoned technical consultant: running escalated tickets from Tier 1 solo or in

partnership with Tier 3 guidance/supervision/management to success

• Administrative Excellence with notes, client and status updates
• Excellent problem-solving and communication skills
• 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

Nice to have traits:

• Prior experience working with Apple devices in a professional capacity
• MSP Experience working with ConnectWise

What you’ll be working on
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 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.
• We are cloud focused.
• We have professional development pathways throughout the organization with accompanying training programs.
• We are a work-from-home, remote-first company.

About the role:
Reports To: Service Lead
As a Tier 2 MDM Specialist for Interlaced, you will be responsible for Tier 2 escalations and
MDM Policy Creation and Management, 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 UX (User Experience) services with the guidance of
escalated resources used for design and architecture.
Roles & 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

• Consultative Project Recommendation (“CPR”) Generation
• Provide shadowing for T1 new hires
• Provide root cause analysis reports with minimal to no escalated assistance
• SaaS license provisioning
• Onboarding new clients and generating maintenance plans
• Kbase article updates and maintenance template updates
• Kbase creation for proactive maintenance
• 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)
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.