IT Support Specialist, Level 1 – PKCG

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of 

Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. 

About the Position

One of our operating companies, PKCG, is looking for an IT Support Specialist, Level 1 to join their team.

As a Level 1, IT Support Specialist, you will play a key role in delivering high-quality IT support across a diverse Managed Service Provider environment. You will work closely with customers to troubleshoot and resolve technical issues, provide excellent service, and ensure incidents are handled efficiently and professionally.

This is a customer-focused technical role suited to someone who enjoys solving problems, working across different technology environments, and building strong client relationships. You’ll also be expected to recognise when an issue requires additional expertise and confidently escalate it to senior technical resources.

Responsibilities

• Deliver responsive, professional technical support across multiple customer environments.
• Troubleshoot and resolve incidents and service requests within agreed scope and service standards.
• Provide clear, timely and professional communication to customers.
• Accurately document work performed, resolutions and relevant customer environment details.
• Identify complexity, risk or uncertainty and escalate issues appropriately.
• Follow established processes, security practices and technology standards.
• Support Microsoft 365, Windows desktop and server environments, hybrid infrastructure and remote workers.
• Work with core MSP tools including HaloPSA, Datto and IT Glue.
• Support endpoint security and monitoring technologies such as Huntress and ThreatLocker.
• Apply networking fundamentals across firewalls, VPNs and switching, with escalation where required.
• Manage competing customer priorities while maintaining a high standard of service.
• Participate in a light after-hours and on-call roster to support customer and operational requirements.

Skills Required

• 2+ years’ experience, preferably working within a Managed Service Provider/ customer facing environment.
• Strong experience supporting Windows-based environments and Microsoft 365.
• Excellent customer service and communication skills.
• Strong troubleshooting and problem-solving ability.
• Sound professional judgement, with the ability to identify when escalation is required.
• Ability to manage multiple customers, incidents and priorities effectively.
• A strong understanding of IT support processes, security practices and documentation standards.
• A willingness to learn new technologies and work across varied customer environments.

Benefits

• Ongoing professional development and funded certification support.
• Modern technology stack including HaloPSA, Microsoft technologies and automation platforms.
• Flexible working arrangements
• Regular team events and social activities.
• Collaborative,supportive and high-performing team culture.