Site Support Technician
About The Position
Lyra Technology Group is a private equity-backed holding company that invests in and operates 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. Lyra Technology Group is looking for a full-time Site Support Technician to join the team at one of our operating companies, ImageQuest. The Site Support Technician will provide excellent and timely onsite support, enabling ImageQuest clients to grow within their marketplace using best-in-class technology and security. ImageQuest provides best-in-class IT services, IT consulting, IT support, and IT compliance and cybersecurity services to clients in Brentwood, TN. Our Cloud Computing services are carefully designed solutions that keep your team productive, secure, and compliant - wherever they work. Our Cloud Computing solutions can reduce or eliminate your IT capital expenses, give what equipment you do have a longer life, and convert IT expenses at a predictable monthly cost.
Requirements
- Advanced education such as associate or bachelor’s degree in information systems or equivalent work experience
- 1 year experience in IT support (e.g., help desk, managed IT, IT consulting or experience in desktop or application support), customer onsite support experience a plus but not required
- Proven experience resolving technical issues including but not limited to network administration, desktop support, and IT infrastructure support
- Basic understanding of basic technical terminology and concepts
- Ability to interact with client support team members, vendor partners, and clients on a technical and personable level
- Commitment to continual learning to increase scope and breadth of knowledge, competency, and mastery
- Strong problem-solving skills with expertise in troubleshooting and diagnosing technical issues
- Ability to multi-task and adapt to changes quickly
- Proficient typing skills to ensure quick and accurate data entry
- Proven ability to resolve escalated service tickets requiring more advanced technical expertise
- Expert understanding of support tools, techniques, and how technology is used in business
Nice To Haves
- customer onsite support experience a plus but not required
Responsibilities
- Triage client issue, create service ticket to methodically troubleshoot, diagnose, resolve technical problems in a timely manner and accurately document issue
- Prioritize and complete tasks to meet client’ Service Level Agreements (SLA’s)
- Independently identify issues and implement solutions
- Effectively communicate technical information in non-technical terms
- Use Remote Manage and Monitor (RMM) system to interact with client and client’s environment
- Track and monitor IT technical problems to ensure timely resolution
- Perform system documentation maintenance and review
- When necessary, escalate service ticket to appropriate response level when issue cannot be resolved within established guidelines
- Proactively perform courtesy calls to verify issue resolution and ensure client satisfaction
- Provide support of: Microsoft®-related technologies including Office, 365/Exchange, etc.; WAN and LAN connectivity, security products, and infrastructure alerting; VPN, RDS, DaaS, and Citrix; Client’s line of business applications; Firewalls, switches, and operating systems
- Execute clients’ employee moves/adds/changes in a timely manner
- Monitor RMM system alerts and notifications and respond accordingly through service tickets
- Deliver basic hardware and software training
- Document all activities within ticketing system to accurately capture time and expenses
- Correctly document client solutions with correct and appropriate detail within ticketing system
- Perform routine maintenance on workstations as needed
- Communicate with clients and ImageQuest team members to meet client expectations and deliver white-glove client service
- Develop internal relationships necessary to operate efficiently and effectively as a member of the services team
- Mentor new team members
- Assist in establishing and demonstrating best practice standards for ImageQuest technology stack, support procedures, and documentation
- Identify opportunities within existing client’s environment to improve system performance and client satisfaction
- Participate in on-site client visits and off-site ImageQuest client events as needed
- Collaborate with internal departments to ensure goals are met and client satisfaction levels are high
- Respond to emails, telephone inquiries, and internal communication (e.g., Microsoft Teams) in a timely and efficient manner
- Follow Company policies and procedures
- Effectively communicate within all levels of the company, all clients, and within the industry
- Expand personal presence within the technology community to gain knowledge, understand competitive landscape, and build a reputation as a subject matter expert
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
