IT Field Technician – Lyra Technology Group
Lyra Technology Group is a family of industry‑leading technology service businesses, operating independently with exceptional management teams. We retain employees, brand, and culture and aim for sustainable growth.
About CMS Group Ltd – leading IT support and consulting since 1990, providing IT support, strategy roadmaps, and business‑forward solutions.
Job Overview
The IT Field Technician will serve as part of the IT Support team, delivering first and second‑line support via telephone, email, and the CMS Service Desk Platform, resolving issues from password resets to remote technical trouble‑shooting.
Key Responsibilities
* Manage 1st and 2nd line incidents, requests, and problems remotely.
* Provide first‑class service, meeting contractual SLAs, KPIs and Customer Satisfaction across all clients.
* Apply thorough troubleshooting using agreed scripts and processes.
* Automate RMM and script deployments (RMM tool).
* Conduct remote interactive or backstage support (ConnectWise Control).
* Perform password resets via PassPortal.
* Utilize remote monitoring tools and update CMS documentation (PassPortal).
* Escalate tickets to the Service Desk Senior Team as required.
* Provide onsite support when allocated by Service Desk Manager or Seniors.
Required Tools & Skillsets
* Microsoft 365 user support – investigate licenses and MFA setup.
* SharePoint/OneDrive user support.
* VPN setup and user investigation.
* Printing/scan to email.
* Simple file restores.
* Ticketing and logging to third parties, resolution management.
* Device installations and AV installation/investigation.
Compensation & Location
Base salary £33,000–£35,000 per year, based in the Midlands, UK, on a hybrid basis.
Benefits
Hybrid working, career growth, exposure to industry‑leading technologies.
How to Apply
If your skills match the credentials above, we invite you to discuss the role.
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