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Tier 3 Technical Engineer

Tier 3 Technical Engineer
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Posted By:
Ashly Calixte
Posting ID:
New York - Midtown
 tier   engineer 
Category:IT / MIS / Networks
Listing Type:Job
Employment:Full Time
Company:The Lloyd Group Inc.

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Job Description:

The Tier 3 Technical Engineer is a member of the Escalations and Dispatch team. They will primarily assist Lloyd Group clients with high level technical issues and escalations. These will be in the form of tickets assigned or escalated to them; and will involve a combination of remote and onsite support. They will also be involved in high level project work, for example: switch/router/firewall configuration, server migrations. They will also act as an escalation point for tier 2 technical engineers and respond to critical or emergency incidents.


• Ensure that all work performed is documented in ConnectWise; in a timely, accurate and detailed manner.
• Perform proactive visits to client’s sites following the Lloyd Group checklists of tasks and ensure documentation within SharePoint is accurate and current.
• Complete project work assigned by their Manager, Team Lead or Scheduler
• Participate in rotating on-call responsibilities.
• Responsible for the majority of hardware (re)builds within their team.
• Communicate with team, management and where appropriate the client, any pertinent information relevant to the task at hand.
• Research complex technical issues.
• Act as a technical escalation point for the lower tiers.
• Respond to critical or emergency incidents.
• Mentor junior engineers and technicians.
• Compliance with The Lloyd Group dress code policy.

Core Competencies:

• Accuracy - Checks work to avoid making errors or mistakes. Evaluates measures to ensure accuracy (i.e. double-checking).
• Self Development - Makes efforts to improve skills and knowledge by taking initiative to improve own effectiveness on the job.
• Technical Expertise - Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information. Their breadth of technical knowledge and is expressed with ease and clarity.
• Client Focus - Dedicated to meeting client expectations; able to develop and maintain relationships with clients; resolve client conflicts. This is accomplished by putting people at ease; building rapport; and conflict resolution.
• Following Procedures - Follows established policies and procedures. Demonstrated through an ability to follow policies and procedures.
• Stress Management - Has ability to effectively deal with work pressure; maintaining a composed and calm attitude.
• Dedicated/Conscientious - Careful, thorough with high standards of performance. Work is planned and organized; demonstrates a desire to perform well.
• Adaptable/Flexible - Deals with change; tolerates ambiguity; not rigid; shifts gears comfortably. Showing a tolerance of unstructured work, ability to develop a plan to deal with lack of structure.
• Cooperation - Ability to develop positive relationships with individuals in other departments or units.
• Problem Solving - Ability to identify important aspects of a problem, gathers appropriate information, determine potential cause, and specify alternative solutions. This will be demonstrated through a systematic approach; which is thoughtful and analytical.
• Leadership - Guides individuals or groups toward task accomplishment; gets others to work well together. This will be accomplished by leading by example; gaining cooperation from others.
• Project Management - Able to handle projects successfully while handling normal job responsibilities.
• Time Management - Organizes self and tasks to maximize accomplishment; prioritizes tasks; uses time effectively.


• 85% of billable time accounted for.
• All tickets entered and closed in a timely, detailed and accurate manner.
• Self assigns tickets from Escalation board during downtime.
• Number of tickets closed versus escalated

General Qualifications:

• Bachelor’s degree or relevant experience.
• Strong written and verbal communication skills.
• Ability to quickly learn new technologies.

Technical Competencies:

• Microsoft Windows Server 2003, 2008
• Microsoft Windows XP, Vista, 7
• Microsoft Active Directory
• Microsoft Exchange
• Microsoft SQL
• Microsoft Office
• Printer, Workstation, Server Hardware
• BlackBerry Enterprise Server
• Anti-Virus/Malware/Spyware Software
• Remote Desktop Technologies
• Virtualization
• Cisco PIX and ASA
• Fortinet Firewalls
• Routers and Switches
• Data Backup

*We provide exceptional benefits (Medical, Dental, Vision, Paid Vacation, and 401K)
*Salary will commensurate based on experience

For immediate consideration email your resume to:
Ashly Calixte

In the subject line of the email include:
Your First & Last Name - Tier 3 Engineer - Job Ad
Example: Ashly Calixte - Tier 3 Engineer - New York Metro Ads

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