IT Field Technician

IT Field Technician– Altourage, a Lyra Technology Group company

We are seeking a highly skilled and driven Field Technician to join our team. As a Field Technician, you will provide on-site technical support and troubleshooting for clients' IT infrastructure, often handling issues that cannot be resolved remotely. You are responsible for a wide range of tasks, including hardware and software installations, network troubleshooting, and resolving complex technical issues escalated from Tier 1 support. The Field Technician plays a crucial role in building and maintaining client relationships, documenting their work, and contributing to the overall success of the MSP's service.

About Altourage…

Altourage is a leading managed services provider specializing in IT and cybersecurity solutions. With a diverse clientele spanning financial services, professional services, as well as other sectors, they are committed to delivering top-notch technology solutions tailored to our clients' unique needs.

Your work as a Field Technician has several components:

On-site Appointments

• 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

Queue and Ticket Management

• 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

Client Management

• 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

Technology Management

• 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

Our ideal Field Technician has the following qualifications:

• 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 (driver's license is a huge plus)

• Exceptional client care skills - confidence, great verbal and written grammar, extremely personable

Nice to haves but not requirements

• 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.

About Lyra…

Lyra Technology Group is a private equity-backed holding company that invests 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.