Service Desk Technician-Tier II

Lyra Technology Group•Troy, MI

10d•$60,000 - $70,000•Onsite

About The Position

Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. Service Desk Consultant-Tier II-Lyra Technology Group Lyra Technology Group is seeking a Service Desk Consultant-Tier II for one of their operating companies. As a Service Desk Consultant Level II, you'll play a critical role in providing remote support to our clients. We are looking for a tech-savvy professional who thrives in a fast-paced environment and is passionate about helping businesses optimize their technology infrastructure. Your work as a Service Desk Consultant-Tier II will include several components: Providing proactive and reactive remote technical support to our clients, via telephone, email, and remote control. Some examples include, but are not limited to, the following Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices. Working closely with clients, staff members, hardware and software vendors, and service providers. Responding to monitoring alerts. Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data. Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc. Providing technical support to end-users for computer and network related issues. Managing onsite and offsite backups, spinning up virtual servers on onsite backup appliances and offsite at the data center, in both test and production scenarios. Performing proactive work. Documenting work performed including a description of issue work performed, time worked, and any follow-up required. Maintaining up-to-date client documentation. Demonstrates good oral and written communication skills, including ability to communicate technical information to non-technical people. Helping with training newly hired employees and cross-training existing employees.

Requirements

5+ years of hands-on experience in the support of a variety of Microsoft networks for small and mid-size businesses is preferred.
Prior experience in a Managed Services Provider (MSP) environment and/or IT consulting experience.
Strong time management and team management skills.
Strong analysis and critical thinking skills.
Strong experience with Microsoft Windows Server platforms and Office/Microsoft 365.
Experience with Fortinet products (firewall, switch, APs) - equivalent experience in other platforms is also fine
Experience with IP based phone systems.
Deadline and detail oriented.
Strong communication skills - both intra-office and client facing.

Responsibilities

Providing proactive and reactive remote technical support to our clients, via telephone, email, and remote control.
Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices.
Working closely with clients, staff members, hardware and software vendors, and service providers.
Responding to monitoring alerts.
Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data.
Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc.
Providing technical support to end-users for computer and network related issues.
Managing onsite and offsite backups, spinning up virtual servers on onsite backup appliances and offsite at the data center, in both test and production scenarios.
Performing proactive work.
Documenting work performed including a description of issue work performed, time worked, and any follow-up required.
Maintaining up-to-date client documentation.
Demonstrates good oral and written communication skills, including ability to communicate technical information to non-technical people.
Helping with training newly hired employees and cross-training existing employees.