Lyra Technology Group is looking for a 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 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 networks issues as assigned.
A bit 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.
We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in over 70 companies around the world. Our companies employ over 3,000 team members, each led by its own management team.
A bit about Outsource Solutions Group…
Outsource IT Solutions Group (OSG) is a full service IT development, networking, and IT maintenance company serving clients in Chicagoland area since 1998. Outsource entered the market at the leading edge of networking and complex technology systems – and we’ve been there ever since. OSG currently maintains a 20+ employee technical staff. As an organization Outsource is a Microsoft Gold Certified Partner, Microsoft Small Business Specialist and Cisco Select Certified partner. OSG’s team of trained and certified technicians, engineers and customer service representatives all work together to ensure that your business IT needs are met at every level, from design and implementation to training and maintenance. OSG provides the following services: Managed IT services, Hyper-V server virtualization, cloud-based business continuity, Network Design, LAN/WAN Troubleshooting, Remote Connectivity design and implementation, local and cloud-based e-mail hosting, cloud-based e-mail security, queuing, and archiving, Internet gateway design and security and competitive pricing on hardware/software.
Your work as the IT Systems Engineer-Tier II includes several components:
• Provide technical assistance to Sales, Service, and Administration departments as required. Seek timely assistance from senior resources when appropriate.
• Consistently pass OpCo approved certification exams and maintain current certifications as required per job description.
• 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.
• Working on assigned billable work for clients.
• Assist Sales with assessments, audits, and closing new business.
• Assist Managed Services team as required.
• Answer and resolve inbound customer support calls and/or e-mails.
• Accurately document time in the ConnectWise Manage and consistently following up on assigned tasks and tickets.
• Mentor peers and colleagues.
Our ideal IT Systems Engineer-Tier II has the following qualifications:
• Five years of field support experience. (Preferably with a Managed Service Provider)
• Three years of network design, build & troubleshooting with firewalls, switches, and routers and Microsoft server products.
• Experience with Azure and Microsoft 365 products.
• Demonstrated strong written and verbal communication.
• Current certifications such as Microsoft Azure Certifications, Microsoft 365 Certifications, Cisco CCNA.
• 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.