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Lloyd Group
New York, NY, United States
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 su
Job Source: Lloyd GroupLloyd Group
New York
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Job Source: East River Medical Imaging, PC.New York, NY, United States
Role Title: Service Desk Engineer Onsite
Center - Team: Client Experience – Service Desk
Reporting to: Service Desk Team Lead
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 dedicated to a client and will have a hybrid work schedule with some travel to client offices in NJ, NYC and Long Island. 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 and on call process for Lloyd's entire client base.
Accountabilities
Client Relationship:
Represent Lloyd and Network Coverage at our client offices by exhibiting professionalism and kindness.
Consult with client users and primary contacts on their technical needs, analyze data and provide recommendations to Lloyd team members on technology solutions
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
As needed, help with implementation of new network components as part of project assignments (network and workstation).
Educate client team members on appropriate workflow and process related to incident management and established goals and metrics.
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.
Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead.
Queue Call Receiver
Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed.
Participate in rotating Lloyd Group on-call schedules so that clients can depend on us 24/7 to meet their business needs.
Project Lead
Coordinate with other Lloyd Infrastructure Engineers to ensure successful project implementations with minimal user impact
Criteria for Success
1. Ability to exhibit professionalism and kindness in every interaction with our community.
2. Bachelor's degree or equivalent training.
3. Effective communicator.
4. People Person.
5. Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information.
6. Follows established policies and procedures.
7. Ability to identify important aspects of a problem, gathers appropriate information, determine potential cause, and specify alternative solutions.
Technical Competencies
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
Days and hours of work are Monday through Friday, 9:00 a.m. to 6 p.m.
This position requires the Analyst to travel to the client corporate headquarters in Haddonfield, NJ, for onsite technical support.
This position requires the Analyst to travel to VIP homes in NYC and Water Mill, LI, for onsite technical support.
The expected salary for this position is 50k - 70k per year.
Email Alert for Service Desk Engineer Onsite jobs in New York, NY, United States
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