Help Desk Tier III-Escalation Lead

Lyra Technology Group is seeking a Helpdesk Tier III-Escalation Lead for one of our OpCos, Beringer Technology. This individual will lead a client focused escalation support group and will be the team’s most experienced resource.

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 50 companies around the world. Our companies employ over 3,000 team members, each led by its own management team.

About Beringer Technology…

Beringer Technology is an IT Solutions Provider serving the technology needs of small and medium size businesses across the United States. Their solutions have been deployed at over 1000 customer sites nationwide. They focus on three primary areas of technology - Network Services and Support, Customer Relationship Management and Business Telephone Systems/VoIP. Additionally, they offer business telephone systems, including VOIP both On Premise and In the Cloud.

Your work as a Helpdesk Tier III-Escalation Lead will include several components:

• Resolve escalated issues for client systems and servers.

• Resolve escalated NOC tickets generated from RMM & other sources.

• Provide Technical Support assistance over the phone or on-site as needed.

• Resolve escalated Backup and Restore objectivesissues

• Mentor Pod members

• Configure client PC builds

• Manage SQL Maintenance jobs

• Document client infrastructures

• Add/remove users and groups, configure file permissions, check event logs

• Administer enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases.

After your first 3 months with BTG, you will be required to participate in the After Hours On-Call rotation for client support outside our normal business hours.

Our ideal Helpdesk Tier III-Escalation Lead has the following qualifications:

• Engineer with a minimum of 8+ years’ experience in IT support

• Experience supporting Windows 7-11, & Server 2012-2022 OSs.

• Experience supporting Microsoft 365 Admin portal.

• Experience supporting Firewalls, Networks, VLANs, Routing Support, VPN Connectivity

• Expertise in Data Backup and Recovery Support, Corporate Antivirus Support

• Knowledge & understanding of server hardware technologies (CPU/RAID/SCSI) support

• Knowledge & understanding of Windows 7-11, & Server 2012-2022 OSs.

• Knowledge of Microsoft 365 Admin portal (Entra, Exchange, Teams, OneDrive, Sharepoint)

• Knowledge of advanced networking/troubleshooting including wireless networking.

• Expertise in advanced Desktop support; including fixing commonly applications & MS Office Suite

• Experience with server hardware including RAID knowledge and advanced BIOS options

• Management experience (1-2 years) preferred

If leading a client focused escalation support team at a company in the tech space sounds appealing to you, let’s have a conversation.