Field Technician

Lyra Technology Group is a family of industry‑leading technology service businesses. Our company operates independently under exceptional management teams, retaining its employees, name, and culture while partnering with us for sustainable, long‑term growth.

We are seeking a highly skilled and driven Field Technician to join our team. As a Field Technician, you will provide on‑site technical support and troubleshooting for clients’ IT infrastructure, often handling issues that cannot be resolved remotely. You are responsible for a wide range of tasks, including hardware and software installations, network troubleshooting, and resolving complex technical issues escalated from Tier 1 support.

This role plays a crucial part in building and maintaining client relationships, documenting work, and contributing to the overall success of the MSP’s service.

Altourage is a leading managed services provider specializing in IT and cybersecurity solutions. With a diverse clientele spanning financial services, professional services, and other sectors, we are committed to delivering top‑notch technology solutions tailored to our clients’ unique needs.

• On‑site Appointments
  • Preparing for and executing all on‑site appointments with a demeanor that upholds and strengthens our core mission statement
  • Identifying important client‑initiated scope changes unrelated to your original appointment deliverables, and handing them off to our remote support team in a way that prevents client care situations
  • Maintaining your Altourage‑provided on‑site toolkit
• Queue and Ticket Management
  • Working with your team to support your clients by ensuring that your tickets are handled according to Altourage best practices
  • Managing your calendar and workload to respond to requests within our contractual SLA requirements
  • Recognizing and informing the Service Desk Queue Manager and Support Manager when you are at your limit to handle incoming requests so they can react and maintain our SLA commitments
  • Correctly accounting for your time and properly documenting on your assigned tickets, as well as updating our internal documentation according to best practices
  • Properly prioritizing and escalating tickets, client care situations and potential sales opportunities in a timely manner
• Client Management
  • Treating our clients and your team with professionalism, respect, patience and care
  • Maintaining excellent communication with clients and your team to ensure tickets are properly handled and clients are well‑informed of ticket progress
  • Retaining technical and client personality knowledge required to provide excellent customer service for your preferred clients
• Technology Management
  • Handling responsibilities associated with in‑office equipment inventory for internal Altourage and external client use or resale
  • Reading, learning, and mastering all relevant best practice documentation for your position, including ticket management, technology and security standards and time tracking
  • Staying current with our technology standards, tools and methods, as well as with their underlying technologies
  • Abiding by Altourage’s security and confidentiality requirement

• Basic or fundamental Microsoft 365 admin experience
• Basic or fundamental networking experience with some exposure to Sonic Wall or Meraki
• Work out of our NYC office 5× a week and commute to client appointments in NYC and other boroughs + Long Island and NJ (driver’s license is a huge plus)
• Exceptional client care skills – confidence, great verbal and written grammar, extremely personable

• Strong 365 admin experience (2‑4 years)
• Strong networking experience specifically with Meraki hardware and administration
• Prior experience with an MSP
• Technical expertise – strong understanding of IT solutions, including cloud computing, network infrastructure, cybersecurity, enterprise software, and IT support services. Ability to assess, design, and implement solutions that address complex client challenges.

The target salary for this role is $60,000–$65,000 per year and will operate mainly five days a week in the New York City office. If you’re motivated by meaningful client relationships, strategic selling, and a dynamic work environment, we want to hear from you!