Tier 2 Technician

We believe talent deserves a human touch. Your application will be read by an actual person whos excited to discover the real you. We are looking for a Technical Engineer 2 (in other companies this person could hold the title of Jr. Systems Administrator, higher-level Help Desk/Desk Side Support, Field Engineer, Tier 2 Technician) to join our Managed Services team. The On-Site Technical Engineer 2 is responsible for working independently at a client location (or two client locations) to provide dedicated support for one of our clients. This includes responsibility for most day-to-day technical user requests and tickets for the specified client(s). This role will be based in Denver, CO. Core Responsibilities: Working Monday to Friday, primarily at a specific client location Supporting the client by diagnosing, troubleshooting, and resolving intermediate to advanced technical issues Partner with the Technical Consultant on providing the client with technology strategy Ticket management and client documentation consistent with processes in our Service Delivery Handbook Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe Follow up with end users to ensure their technical issues are resolved Reaching a goal of dedicating 6 hours daily or 30 hours weekly to client attributed work Reaching a goal of 75% utilization on a consistent basis Ability to escalate issues to appropriate consultants Partner with the Professional Services team on the clients projects, taking on tasks, providing up to date documentation, and supporting the client and PS throughout the project with their client infrastructure knowledge Learning independently about our clients ever-changing systems Traveling to local client locations on a daily or weekly basis, depending on clients needs Act as a mentor to other engineers within the pod Collaborate with other service line and departments to ensure an effortless experience for our clients Doing what it takes to provide an effortless experience to the end users to build trust and credibility with the client Required Skills, Experience, and Attributes The ability to diagnose, troubleshoot, and resolve intermediate to advanced technical issues e.g. software installation and configuration, infrastructure issues, data base administration, and server issues The ability to troubleshoot and support Microsoft platforms e.g. M365, Active Directory, all current flavors of Windows Intermediate to advance knowledge of networking principles, what they mean, and how they interact e.g. TCPIP, DNS, DHCP, LAN/WAN Intermediate to advance knowledge in cloud solutions e.g. AWS, Microsoft Azure, M365 and Google Workspace Intermediate to advance Virtualization experience e.g VMWare and Hyper-V, including experience with SANs and high availability solutions The ability to diagnose, troubleshoot, and resolve intermediate to advance network issues e.g. internet connectivity, firewalls, DNS, VPN, and patching issues Proficient in installing, diagnosing, and upkeep of peripheral devices e.g. scanners, printers, and monitors issues Knowledge of standard IT Security practices e.g. virus remediation, firewalls, phishing issues, incident response, and common compliance frameworks 3+ years experience in an IT help desk or desktop support environment The ability to own complex technical problems and see them through to resolution A focus on finding appropriate long-term solutions to technical issues The ability to work in a directed autonomy environment An empathetic approach to solving client problems A positive, courteous demeanor A passion for solving problems Receptive to candid feedback Curiosity about technology and motivation to learn independently Preferred Skills, Experience, and Attributes Intermediate knowledge of backup and disaster recovery concepts, including server restoration from backup Intermediate knowledge of Apple, Mac OS, and iOS troubleshooting experience a plus Experience working with a Managed Service Provider or equivalent experience is a plus Experience working in a ticketing management system is a plus An awareness of how technology impacts business Ability to learn diverse systems, software, and applications within a business environment Professional confidence An aptitude towards service Ability to learn from experience Career Path The On-Site Technical Engineer 2 role offers opportunities for career advancement within the Managed Services and Professional Services. Depending on performance, technical skills, and soft skills, individuals in this role may progress to positions such as Project Engineer 1 or Technical Consultant. There is also opportunity to move into a Technical Engineer 3 role within a consulting team after a one-year commitment at the client location. Physical Requirements Work is primarily sedentary but requires exertion and lifting of up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Occasional crawling, kneeling, and squatting. Repetitive use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Frequent travel (car). Occasional exposure to outdoor environmental conditions as a result of travel. Some of the things our team members enjoy, include: Competitive wages | The salary range is expected to start at $55,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above. Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site. Gas card. Fill up your tank on us while you're out visiting client sites Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching Maternal and paternal leave Very generous paid time off program that is unique to the IT industry Sustainable work-life balance and flexibility Yearly work anniversary rewards Fun company events, including chili cook-offs, annual company photoshoots, monthly team events, cup in hand kickball league, and more! Were looking for smart, highly skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today! How to Apply: We get a lot of job applications and unfortunately, most of them get nothing more than a quick once-over. Please include the usual - a resume and a cover letter, and anything else that will show us that you are interested in and qualified for this specific position. Tell us stories. Show us as much as you can about who you are. Make us panic about the fact that we haven't already hired you. Learn to use Facebook privacy settings or better yet just un-tag yourself in that one picture (you know which one) and then become a fan of our page. Tell us your salary requirements and what kind of cookies we should bake for you on your birthday. How to Apply for Internal Role: Interested in another role at Greystone? Please review the following guidelines to successfully apply for an internal role. Before applying, kindly inform your leader of your intention to pursue the role. Craft and upload a concise cover letter, articulating your interest in the role at Greystone and highlighting what youve accomplished in your current position at Greystone. Add some of your flare into the cover letter! Skip the resume this time; we've got it covered. Once you hit submit, our People team will reach out. We're thrilled about the potential growth opportunity for you! Afraid youre missing a technological requirement? Apply anyhow. Were probably okay with teaching you some stuff if youre as obsessive about customer service as we are. Greystone Technology is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Greystone recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Greystone Technology is looking for creative, self-accountable IT professionals to engage in our fast-paced, people-driven service model. Average IT people tend to be great at solving technical issues, but poor at understanding the true problems that need to be solved. Weve redesigned the way technology services are provided from the ground up. We dont start with solutions; we start with questions. Lots of them. Then we listen. Service providers have a well-earned reputation for sharing the answer before knowing the problem, resulting in businesses getting solutions they dont need to problems they dont have. If you think differently, solve creatively, and love to connect with people, we want you to join our mission of digging deep and proving how meaningful IT services can be. Its as common sense as it is revolutionary. Please note: Every application submitted through Workday is reviewed by a real person not an AI. We value your time and take each submission seriously. At Greystone Technology, a New Charter Technologies Company, we believe that technology needs to be comprehensible. Simple. Human. It's not just the servers, the applications, the processes, and websites, that make business technology work. It's all of us, working together. It's understanding your business and your people first, then finding technology solutions that work for them. We've been providing outsourced IT, tech support, and website and application development services with a people-first approach for companies across Colorado for over 20 years. Greystone Technology, a New Charter Technologies company, is looking for creative, self-accountable IT professionals to engage in our fast-paced, people-driven service model. Weve redesigned the way technology services are provided from the ground up. We dont start with solutions; we start with questions. Lots of them. Then we listen. Service providers have a well-earned reputation for sharing the answer before knowing the problem, resulting in businesses getting solutions they dont need to problems they dont have. If you think differently, solve creatively, and love to connect with people, we want you to join our mission of digging deep and proving how meaningful IT services can be. Its as common sense as it is revolutionary. We are proud to be recognized as one of the top workplaces in Denver. In fact, its Greystone Technology team members themselves who say our company is a great place to work. Weve created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement. Learn more about a culture here: This is what we're all about.