IT Service Desk Engineer (Onsite)

About Lloyd

Founded in 1995, Lloyd is an IT consulting and services firm focused on client strategy, relationships, and responsiveness. Our commitment to our clients is to humanize their technology experience, to free them to build their businesses by taking the headaches out of technology. Our commitment to our Lloydians is to ensure that they succeed professionally and personally, which includes a balanced work and personal life.

Why Work for Lloyd

Lloyd was founded to create opportunities for our community to learn, earn, and live better. We strive to provide exceptional experiences for our clients by focusing on our Lloydians first. Through education, teamwork, and a fun work environment, our benefits are designed to promote a happier, healthier life balance.

Along with traditional benefits like 401(k) with employer matching and medical/dental/vision plans, Lloyd offers a Responsible Time Off Policy, where employees take the amount of time off they need when they need it. Lloyd also offers a flexible work environment (remote/hybrid) when accountabilities allow, and partial or full reimbursement on remote office equipment, cell phone plans, certifications, and education.

We value our employees and have many programs in place to hear their feedback. Some stats include:

• 4.3 out of 5 stars on Glassdoor!
• Lloydian Net Promoter Score of 79, from a scale of -100 to 100 (this is updated quarterly from our Lloydian pulse survey; a Technology Firm benchmark is 28)
• Our Average Manager Tenure is over 9 years at Lloyd!
• Our Average Lloydian Tenure is over 5 years at Lloyd!

About the Role

The Service Desk Engineer Onsite acts as Lloyd’s representative at our client's office(s). A member of our Service Desk team, they are partially dedicated to a client and will be working out of the client’s offices in New York, NY. The Engineer Onsite is passionate about building relationships, problem solving, and working within the Lloyd team to provide an exceptional experience for our client. They are responsible for day-to-day support for our client, while also participating in our daily meetings, call queue, and on call process for Lloyd’s entire client base.  

Role Accountabilities

Client Relationship 

• Represent Lloyd at our client offices by exhibiting our core values: 
  • Be Human. Create and maintain genuine relationships with our community. 
  • Be Accountable. Take ownership of your work and honor your word. 
  • Be Better. Always look for ways to improve performance and be passionate about the service you provide. 
• Communicate with the team and client, ensuring accountability is clear and expectations are always set. 

Level 1 & 2 Support 

• Use expertise to research and resolve technical issues via incident management procedures (ITIL based) with proper communication and documentation. 
• Liaise in improvements of systems in place, communicate features and facilitate improvements to maximize productivity and utilization 
• Help with implementation of new network components as part of project assignments (network and workstation). 

Resolution & Recovery 

• Be accountable for following incident management process for all emergency related issues. 
• Perform proactive network health evaluations 

Incident Logging & Documentation 

• Ensure Lloyd has updated network documentation needed to provide best-in-class support. 
• Use ConnectWise to document work performed so that we can analyze trends in issues reported. 

Queue Call Receiver 

• Participate in the Lloyd Service Desk queue by answering calls within designated windows and providing support as needed. 
• Participate in rotating on-call schedules so that clients can depend on us 24/7 to meet their business needs. 

Criteria for Success 

• Ability to exhibit Lloyd’s core values (Be Human. Be Accountable. Be Better) in every interaction with our community. 
• Bachelor’s degree or equivalent training. 
• 2-4 years of IT industry experience, including internships and hands on course work.
• Effective communicator.  
• People Person. 
• Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information.   
• Follows established policies and procedures.   
• Ability to identify important aspects of a problem, gathers appropriate information, determine potential cause, and specify alternative solutions.   

Technical Competencies 

The below technical competencies are included to give an idea of the type of environments we work with. If you have limited experience with any of these technologies but feel you would be a great fit for the role as described above, we encourage you to apply!

• Microsoft Windows Server 2012, 2016  
• VMware and Hyper V in multiple host environments  
• Microsoft Active Directory  
• Experience with Compellent (Dell) SAN or equivalent  
• Kaseya and ConnectWise experience a plus  
• Windows 7, 8, 10  
• Microsoft Exchange Server  
• Hosted Email Platform- O365, G-Suite, Rackspace  
• Microsoft SQL Server  
• Microsoft Office 2010, 2013, 2016, 2019  
• 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 

Role Logistics 

• This is a full-time position 
• Expected gross annual salary between $55,000 - $70,000 depending on experience
• Days and hours of work are Monday through Friday, 9:00 a.m. to 6 p.m.  
• This position is fully onsite and will require the engineer to be at the client’s New York, NY office 5 days per week.

Join the Lloyd Community

We’re excited that you are interested in being part of the Lloyd story. Please join the Lloyd community online via Linkedin (/lloyd), Facebook (@Lloyd) and Twitter (@lloydgroup). Here you’ll find useful information about Lloyd, tech culture, industry news, and available opportunities to be a Lloydian. We update daily so stay tuned.