Helpdesk Tier III-Escalation Lead

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

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 Xpert Technologies…

Xpert Technologies has been a leader in the technology services business since 1998. They support customers of all sizes and industries, including a broad range of technologies and infrastructures. They have experienced growth each year because they provide best in class solutions backed by our 24x7x365 support team. Their continued growth is the result of our strong dedication to customer satisfaction and guarantee that their clients will receive the highest quality tech experience that tight deadlines demand.

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

• Resolve escalated issues for client systems and servers.

• Provide proactive and reactive remote support to our clients, via telephone, email and remote control.

• Manage, install, configure and troubleshoot hardware and software for: servers, desktops, laptops, tablets, printers, UPS units, firewalls, switches, VoIP phones, and other computer systems and devices.

• Provide technical support to end-users for help with a variety of user, hardware, software, online services, local network connectivity, remote connectivity, and other computer related issues.

• Respond to monitoring alerts.

• Maintain up-to-date client documentation.

• Provide assistance to: fellow Engineers working at our office; our Field Engineers working onsite at client offices; our Project Engineers implementing projects.

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

• 5+ years of experience in the support of a variety of Microsoft networks for small and mid-size businesses.

• Associates or bachelor’s degree in information technology or have equivalent IT support experience, certifications, and/or training is preferred.

• Relative industry certifications are preferred including: CompTIA (Network+, Security+), Microsoft and Azure Windows certifications (MCSA, MCSE, MCP).

• Familiarity with ConnectWise or similar ticketing system for time and record keeping.

• Excellent customer service skills and initiative to go the extra mile for our clients and team members.

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