IT Support Technician 1
About the job
- Knowledge of common business technologies and experience working in diverse technical environments and with cloud infrastructure components.
- At least 1 year of experience working in IT, focused on help desk and customer support, is ideally desired.
- Proficiency in English at B2 level or higher.
- A dedicated working environment or home office with a stable internet connection.
- The ability to communicate availability clearly to IT Support Associates and proactively schedule client responsibilities.
- The ability to take proactive and reactive tickets independently, escalating only when a documented solution fails or the service-level agreement is in jeopardy.
- The ability to interact with all levels of a client's business and explain technical solutions clearly to end users.
- Preferred proficiency in several of the following tools and technologies: 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, and Mosyle.
- Communicate availability to IT Support Associates and proactively schedule client responsibilities.
- Handle proactive and reactive support tickets independently, escalating when a documented solution fails or the Interlaced service-level agreement is at risk.
- Manage the Key Contact approval process and verify contacts.
- Resolve reactive support tickets and escalate when necessary; perform proactive maintenance, internal initiatives, or personal education when not working with clients.
- Review and act on performance dashboard metrics, including service-level agreement performance, resolution time, and stale tickets.
- Develop knowledge of internal systems and client-facing technology solutions, clients, and service plans.
- Understand project offerings and identify areas of opportunity for clients.
- Work on assigned project tasks for assigned clients under direct supervision.
- Complete assigned training and shadowing, and identify areas of interest for future education.
- Provide training to IT Support Associates and new Interlaced employees.
- Assist end users through remote sessions via chat, phone, and email.
- At least 1 year of IT experience focused on help desk and customer support is ideally desired.
- Proficiency in several of the listed tools and technologies is preferred.
About the company
Interlaced provides outsourced IT services for Apple environments, acting as a company’s IT department for startups and growing businesses. It offers a managed services bundle that includes onboarding and offboarding, day-to-day helpdesk support, device setup, and a long-term technology roadmap, plus network support, cybersecurity, cloud services, mobile device management, and data/email management delivered through Slack, Teams, and Zoom. The company differentiates itself with a strong focus on macOS/iOS management, industry certifications (Apple Certified Support Professional, Jamf Certified Admin, CISSP), and its connection to Evergreen Services Group, combining Apple expertise with broader IT infrastructure capabilities. Its goal is to help startups and growing organizations scale securely and efficiently by providing clear plans and reliable IT support.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
San Diego, California
Founded
2009
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Simplify's Take
What believers are saying
- Interlaced’s August 2026 job postings signal healthy demand for support talent.
- Metaintro indexed six open roles on September 10, 2026.
- The company’s website stayed active through August 2026 with fresh service pages.
What critics are saying
- Evergreen still owns Interlaced, so platform integration pressure persists after the 2023 acquisition.
- Founders Adam and Wesley Pettit already exited, removing original operator continuity.
- Apple partner shifts and Jamf commoditization erode Interlaced’s core moat.
What makes Interlaced unique
- Interlaced’s Apple-centric MSP focus remains unusual among outsourced IT providers.
- Its 2026 services bundle adds SOC 2, ISO 27001, and 24/7 threat monitoring.
- Evergreen-backed operating scale still supports an expanding, specialized Apple support platform.
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Benefits
- Health Insurance
- Vision Insurance
- Dental Insurance
- 401(k) Company Match
- Paid Holidays
- Paid Vacation
- Paid Sick Leave
- Gym Membership
- Phone/Internet Stipend
- Wellness Program
- Performance Bonus