IT Systems Engineer-Tier II

Lyra Technology Group is looking for an IT Systems Engineer-Tier II to join the team at one of our operating companies, Outsource Solutions Group. The IT System Engineer position will report directly to the Field Engineering Manager. This individual will work on tickets assigned by the Field Engineering Manager and/or Service Coordinator, operating both remotely using ConnectWise Automate and on premises. The System Engineer must provide consistent, outstanding customer service and follow-up. This individual will maintain customer project lists, network maintenance logs, asset spreadsheets, network diagrams, and customer documentation in ITGlue. They will troubleshoot all hardware, software, and network issues as assigned.

Your work as the IT Systems Engineer-Tier II includes several components:

1. Provide technical assistance to Sales, Service, and Administration departments as required. Seek timely assistance from senior resources when appropriate.
2. Consistently pass OpCo approved certification exams and maintain current certifications as required per job description.
3. Troubleshoot and resolve customer issues in an efficient and professional manner as well as lead the implementation of customer projects including design, support, and ongoing maintenance with a focus on excellence.
4. Work on assigned billable work for clients.
5. Assist Sales with assessments, audits, and closing new business.
6. Assist Managed Services team as required.
7. Answer and resolve inbound customer support calls and/or e-mails.
8. Accurately document time in ConnectWise Manage and consistently follow up on assigned tasks and tickets.
9. Mentor peers and colleagues.

Our ideal IT Systems Engineer-Tier II has the following qualifications:

1. Five years of field support experience (preferably with a Managed Service Provider).
2. Three years of network design, build & troubleshooting with firewalls, switches, routers, and Microsoft server products.
3. Experience with Azure and Microsoft 365 products.
4. Demonstrated strong written and verbal communication skills.
5. Current certifications such as Microsoft Azure Certifications, Microsoft 365 Certifications, Cisco CCNA.
6. At least three years of hands-on experience with the above certifications.

If becoming part of a growing managed service provider sounds appealing to you, let’s have a conversation.