• Respond to customer inquiries via phone, chat, and email in a timely and professional manner • Provide basic technical support for software, user access, and general system navigation • Create, update, and resolve support tickets using our ticketing system • Escalate complex issues to appropriate internal teams when necessary • Document all customer interactions and troubleshooting steps accurately • Follow standard operating procedures and contribute to knowledge base updates

Lyra Technology Group is a private equity-backed holding company that invests 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.   Tier I Technician - Lyra Technology Group Lyra Technology Group is seeking a Tier I Technician for their operating company, Pact-One Solutions, based in the Bay Area and Las Vegas, NV. As a Tier I Technician at Pact-One Solutions, you will interface directly with our clients at their dental practice locations across the Bay Area. As a key contributor, you’ll work on challenging network projects, troubleshoot client issues with cross-functional teams, and maintain cordial and professional client relationships. About Pact-One Solutions… With more than 20 years of experience, Pact-One Solutions is a rapidly expanding MSP IT firm with a focus on dental practices. Our passion is collaborating as a team to provide excellent client service through high-performing networks and enduring partnerships. "Think Team, Never Give Up, Do the Right Thing, Humble yet Hungry" are the guiding principles by which we operate. Your work as a Tier I Technician will include several components: - Drive to client sites in the Bay Area to set up workstations, troubleshoot dental software, and fix hardware. - Install, upgrade, and support Windows desktop and server operating systems. - Configure, troubleshoot, and maintain: - Windows Servers and desktops - Active Directory - Firewalls, antivirus, email, and backup systems - Provide on-site support while upholding strong, professional client relationships. - Coordinate with internal teams to resolve complex issues and implement projects. - Work from Home: When you aren't needed in the field, you’ll be supporting clients remotely from your home office. - Build Relationships: You aren't just a number here. You will get to know the doctors and office staff you support, becoming their trusted tech hero. Our ideal Tier I Technician has the following qualifications: - At least 1 year of technical experience (Retail IT/Repair experience is a great foundation!). - Strong interpersonal skills are a must. Can you explain technical issues to a Dentist or Office Manager without using jargon? - You have a valid CA Driver's License with a clean driving record. Company car and gas card will be provided for business use. - Ability to lift up to 50 lbs. You will be moving workstations, unpacking servers, and crawling under desks to get the cable management just right. - You are eager to learn. Dental IT involves specialized equipment (sensors, X-rays, practice management software)—we can teach you the tech if you bring the attitude. - Must be willing to travel to Las Vegas for a final in-person interview and be available to spend the first month of employment in Las Vegas for comprehensive training. (Hotel accommodations, transportation and food stipend will be provided.) - Great customer service skills, with an attention to detail. - Proficient communication skills. The target salary for this role is $22/hour and will operate in a remote capacity in the Bay Area. This is a full-time role with benefits and potential for overtime pay. Successful applicants for this role must be able to pass a background check and drug test, as well as valid automotive insurance and a clean driving record. If this seems like an opportunity that is appealing to you, let’s have a conversation.

• Engage directly with customers support tickets, providing timely, accurate, and empathetic support to meet defined SLAs. • Triage, investigate, and resolve technical and product issues related to cryptocurrency transactions, blockchain ledger activity, and API integrations. • Own customer escalations end-to-end, collaborating closely with Engineering. • Participate in on-call rotations, including occasional weekend coverage, to support our global 24/7 operations. • Lead and contribute to incident management efforts, including post-incident reviews and root cause analysis. • Build, improve, and maintain internal support tooling and operational workflows, utilizing AI-driven engineering tools to increase team efficiency and automate recurring tasks. • Improve external help documentation and maintain an internal library of high-quality, vetted answers for recurring issues. • Provide technical expertise for core products, participating in bug bashes and UAT as needed. • Drive and contribute to team OKRs and cross-functional projects that improve customer experience, reliability, and operational excellence. • Act as a technical leader and escalation point within the team, guiding peers on complex issues and best practices.

• Develop and maintain tools and functionality to expand the platform’s support capability. • Be part of the on-call rota. • Generate reliability reports. • Work with other specialists to implement features on time, to quality, and to specification. • Understand testing methodologies and be able to write testable code along with the relevant tests.