Senior Technical Engineer

The Senior Technology Engineer (STE) is the primary resource for managing the day-to-day operational experience of Lloyd Group’s growth and mid-market clients. In addition to overseeing the tactical and operational health of those clients, they also are our teams’ go to for complex troubleshooting or emergency situations. These Lloydians have the unique opportunity to work directly with clients on network wide outages or high-level problem solving, mentor team members on troubleshooting lower-level issues, and be hands on during new implementations for our client networks. The STE executes on our service desk enablement services, acts as a day-to-day liaison for their dedicated client set across all internal centers, and will be asked to lead relevant internal Lloyd process improvement initiatives as well as client-wide tactical projects. The STE will also work with other STE’s across Lloyd to evolve and improve upon our mid-market and growth solution and services with a focus on service desk enablement deliverables and structure.

Managed Service Desk Enablement for mid-market and growth clients

1. Lead and Run recurring client facing tactical focused meetings for Mid-Market/Growth Clients and attend Client Strategy led internal and external meetings regarding relevant Mid-Market/Growth clients.
2. Manage, prepare, and present client data around support utilization, status of active tactical initiatives, and overall environment health in those recurring meetings.
3. Continued review of specific client needs based on day to day in relation to service desk, professional services, and client strategy.
4. Provide internal and external communication updates related to service desk enablement takeaways to relevant parties.
5. Analyze the existing Mid Market and Growth solution and services and contribute to continuous improvement and evolution of those solutions.

Oversee day to day technical health of dedicated mid-market growth environments.

1. Participate in planned scoping engagements for relevant Professional Service recommendations
2. Provide consultative advice to Client Strategy and Client driven on operational observations and client interaction to help navigate tactical needs in their development of ITSM direction
3. Raise flags on any recurring or problematic infrastructure, application, or process items and relay data.
4. Participate in execution of professional services implementation needs as appropriate.
5. Oversee change management process for Growth/Mid-Market clients.

Triage and troubleshoot L3 escalations and security incidents for entire client base

1. Use expertise and research to resolve complex technical issues escalated by our Service Desk engineers 
2. Communicate with the team and client, ensuring accountability is clear and expectations are always set 
3. Use ConnectWise to document work performed so that we can analyze trends in issues reported 
4. Research complex technical issues and take lead security incident triage and remediation when required.
5. Participate in rotating on-call schedules so that clients can depend on us 24/7 to meet their business needs. 

Client and Cross Center Collaboration

1. Develop recurring communication templates to ensure relevant communication regarding mid-market/growth clients are provided to both internal team members and clients
2. Participate in required L10 meetings both recurring and ad-hoc invites.
3. Act as a data source to client strategy during the development mid-market/growth client proposals as well as to professional service during project implementations.
4. Identify any new client environment and relationship impact items during tactical recurring client meetings and relay them to the relevant internal team as needed. (email, chat, or scheduled meeting)

• Accuracy - Checks work to avoid making errors or mistakes. Evaluates measures to ensure accuracy (i.e. double-checking).
• Technical Expertise - Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information. Well versed in subject matter practice and theory.
• Client Focus - Dedicated to meeting client expectations; able to develop and maintain relationships with clients; resolve client conflicts. This is accomplished by putting people at ease; building rapport; and conflict resolution.
• Following Procedures - Follows established policies and procedures. Demonstrated through an ability to follow policies and procedures.
• Stress Management - Has ability to effectively deal with work pressure; maintaining a composed and calm attitude.
• Dedicated/Conscientious - Careful, thorough with high standards of performance. Work is planned and organized; demonstrates a desire to perform well.
• Adaptable/Flexible - Deals with change; tolerates ambiguity; not rigid; shifts gears comfortably. Showing a tolerance of unstructured work, calmness about ambiguity/change, ability to develop a plan to deal with lack of structure.
• Cooperation - Ability to develop positive relationships with individuals in other departments or units.
• Problem Solving - Ability to identify important aspects of a problem, gathers appropriate information, determine potential cause, and specify alternative solutions. This will be demonstrated through a systematic approach; which is thoughtful and analytical.

Experience with:

• MSFT 365 and Azure ecosystems
• MSFT Windows Endpoint and Server
• BrightGauge and Power BI
• Connectwise manage
• Kaseya RMM
• Security Incident Management
• CIS Benchmarks
• ITIL
• Networking (Fortinet, Cisco/Meraki, Sonicwall)
• Storage (Vmware, HP, Dell)

• This is a full-time position.
• Days are Monday through Friday, 9:00 a.m. to 6 p.m.
• This position may require travel to Lloyd community offices and Lloyd events where locations will vary.
• This position may require travel to industry events, Lloyd office locations, and Lloyd events where locations will vary.
• Expected salary range $80,000 - $115,000 depending on experience