Site Support Technician

Summary: Lyra Technology Group is a private equity-backed holding company that operates industry-leading technology service businesses. They are seeking a full-time Site Support Technician to provide excellent onsite support for ImageQuest clients, ensuring timely resolution of technical issues and maintaining high client satisfaction. 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 Required Qualifications: - 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 Required Skills: Microsoft Office 365, Microsoft Exchange, WAN connectivity, LAN connectivity, VPN, Remote Desktop Services (RDS), Desktop as a Service (DaaS), Citrix, Firewall management, Network switches, Operating systems, Remote Manage and Monitor (RMM) systems, IT infrastructure support, Network administration, Desktop support, Technical troubleshooting