Field Technician

Lyra Technology Group•New York City, NY

2d•Onsite

About The Position

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Altourage, a Lyra Technology Group company, is a leading managed services provider specializing in IT and cybersecurity solutions for a diverse clientele. As a Field Technician, you will provide on-site technical support and troubleshooting for clients' IT infrastructure, handling issues that cannot be resolved remotely. This includes hardware and software installations, network troubleshooting, and resolving complex technical issues escalated from Tier 1 support. The role is crucial for building and maintaining client relationships, documenting work, and contributing to the overall success of the MSP's service.

Requirements

Basic or fundamental Microsoft 365 admin experience
Basic or fundamental networking experience with some exposure to SonicWall or Meraki
Work out of our NYC office 5x a week and commute to client appointments in NYC and other boroughs + Long Island and NJ
Exceptional client care skills - confidence, great verbal and written grammar, extremely personable

Nice To Haves

Strong 365 admin experience (2-4 years)
Strong networking experience specifically with Meraki hardware and administration
Prior experience with an MSP
Technical Expertise - Strong understanding of IT solutions, including cloud computing, network infrastructure, cybersecurity, enterprise software, and IT support services. Ability to assess, design, and implement solutions that address complex client challenges.

Responsibilities

Preparing for and executing all on-site appointments with a demeanor that upholds and strengthens our core mission statement
Identifying important client-initiated scope changes unrelated to your original appointment deliverables, and handing them off to our remote support team in a way that prevents client care situations
Maintaining your Altourage-provided on-site toolkit
Working with your team to support your clients by ensuring that your tickets are handled according to Altourage best practices
Managing your calendar and workload to respond to requests within our contractual SLA requirements
Recognizing and informing the Service Desk Queue Manager and Support Manager when you are at your limit to handle incoming requests so they can react and maintain our SLA commitments
Correctly accounting for your time and properly documenting on your assigned tickets, as well as updating our internal documentation according to best practices
Properly prioritizing and escalating tickets, client care situations and potential sales opportunities in a timely manner
Treating our clients and your team with professionalism, respect, patience and care
Maintaining excellent communication with clients and your team to ensure tickets are properly handled and clients are well-informed of the ticket progress
Retaining technical and client personality knowledge required to provide excellent customer service for your preferred clients
Handling responsibilities associated with in-office equipment inventory for internal Altourage and external client use or resale
Reading, learning, and mastering all relevant best practice documentation for your position, including ticket management, technology and security standards and time tracking
Staying current with our technology standards, tools and methods, as well as with their underlying technologies
Abiding by Altourage’s security and confidentiality requirement