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Technical Support - Level 3

Be Human. Be Accountable. Be Better.

 

Our Approach

Lloyd is a fast-growing, fun to work for, technology services firm founded to create opportunities to earn, learn and live better. Our commitment to our clients is to humanize their technology experience, freeing them to build their businesses by taking the headaches out of technology. If you love interacting with people, thrive on learning new things, and are up for the challenge, we offer the opportunity of a lifetime, with salary and benefits too!

 

Who We Need

The essence of the Lloyd brand is the extraordinary individual, the Lloydian. Today we are seeking an Escalations Analyst 3 to be part of the Lloyd story. You'll be part of a team that provides best-in-class support for over 5,000 people across over 130 successful organizations. Our service delivery values garnered us a spot in the top 100 managed services providers, globally and made us a 6 time Inc. 500 | 5000 honoree. People don’t join Lloyd to play it safe. They join Lloyd to be challenged and embark on a career that offers unbelievable opportunity.

 

Responsibilities

  • Use expertise and research to resolve complex technical issues escalated by our Tier 1 and 2 teams
  • Perform high-level onsite dispatch to troubleshoot/resolve client requests, as well as high-level remote escalations work assigned by the Team Lead
  • Provide guidance to and mentor Lab Analysts and Escalations Analysts
  • Troubleshoot and resolve issues with firewalls, WAPs, routers, and switches
  • Perform proactive onsite client visits to complete network health evaluations
  • Participate in rotating on-call schedules so that our clients can depend on us 24/7 to meet their business needs
  • Complete hardware rebuilds as deemed necessary by troubleshooting procedures
  • Implement new network components as part of project assignments (network and workstation level)
  • Communicate with the team and client, ensuring accountability is clear and expectations are always set
  • Use ConnectWise to document work performed so that we can analyze trends in issues reported
  • Research complex technical issues

 

Criteria for Success

  • Bachelor’s degree or relevant background
  • 3-5 years of relevant technical experience
  • MSCE, MSCA, and/or CCNA preferred
  • Experience using ConnectWise or a similar ticketing system
  • All-star verbal and written communication skills
  • Ability to eVolve and quickly learn bleeding edge technologies
  • Desire to be a Lloydian & develop lasting relationships in our community
  • Client focus with an ability to maintain relationships and resolve client conflicts
  • Detail oriented; follow established policies and procedures
  • Ability to effectively deal with work pressure, and maintain a composed and calm attitude
  • Welcomes change and shifts gears comfortably; able to develop a plan of action based on incomplete information

 

Technical Expertise

  • Microsoft Windows Server 2003, 2008, 2012
  • VMware and Hyper V in multiple host environments
  • Experience with Compellent (Dell) SAN or equivalent
  • Kaseya and Connectwise experience a plus
  • Windows XP, Vista, 7, 8, Windows 10
  • Microsoft Active Directory
  • Microsoft Exchange 2003, 2007, 2010, Office365
  • Microsoft SQL 2005, 2008,2012
  • Microsoft Office 2003,2007, 2010, 2013, 2016
  • Hardware: Printers, Workstations, Servers, Routers, Switches and Firewalls
  • Strong understanding of networking and routing
  • Software: Antivirus and Antimalware Software
  • TCP/IP, DNS, DHCP, WAN, LAN, VoIP, WLAN
  • Mac experience preferred

 

 

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