Tier 2 Technician

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.

We’ve redesigned the way technology services are provided – from the ground up. We don’t 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 don’t need to problems they don’t 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. It’s as common sense as it is revolutionary.

We are looking for a On-Site Technical Engineer (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 team. The On-Site Technical Engineer will be responsible for handling most day-to-day user requests and tickets for a client in Boulder, CO This role is based at the client site 5 days a week. 

• Working primarily at the client location, with some time spent in the Greystone offices 
• Supporting end-users by troubleshooting and resolving computer, application, system, device, access issues 
• Act as an escalation and mentor for immediate response and technical engineers 
• Ticket management and documentation consistent with processes in the Service Delivery Handbook  
• Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe 
• Reaching a goal of maintaining 6 billable hours daily or 30 billable hours weekly 
• Learning independently about our clients’ ever-changing systems 
• Collaborate with other service line and departments to ensure an effortless experience for our clients 
• Doing what it takes to create enthusiastically satisfied end users and build trust and credibility within a client group

 Preferred Skills & Experience 

• 3+ years’ experience in an IT help desk or desktop support environment 
• 2+ years’ experience troubleshooting or supporting Microsoft platforms (e.g. Office 365, Active Directory, all current flavors of Windows) 
• Working experience with networking principle, such as TCPIP, DNS, DHCP, LAN/WAN, NAT, IPSEC, WIFI, and A/CName Records   
• Experience installing, troubleshooting, and maintaining peripherals (scanners, fax machines, printers, etc.)
• Experience troubleshooting standard hardware issues and running diagnostics
• Working experience with standard IT Security practices such as virus remediation, phishing, and exposure to different Firewall systems 
• Proficiency in Apple, Mac OS, and iOS troubleshooting and support
• Demonstrable ability to quickly learn and support various business applications 
• Understanding of backup and disaster recovery (BDR) best practices and experience troubleshooting BDR topologies
• An understanding of how a small change can impact the bigger picture of a technology network 
• An understanding of complex systems and how the different pieces interact 
• A demonstrated history of pursuing learning objectives independently
• Managed Service Provider experience is a plus
• Experience working in a ticketing management system is a plus 

Preferred Attributes 

• An empathetic approach to solving customer problems 
• An awareness of how technology impacts business 
• The desire to work as part of a team  
• Critical thinking aptitude and troubleshooting experience 
• An empathetic approach to solving customer problems 
• Curiosity about technology and the ability and motivation to learn independently 
• Professional confidence, and a passion for solving problems  
• A positive, courteous demeanor 
• An aptitude towards service  
• Openness to feedback 
• Ability to learn from experience 
• A focus on finding appropriate long-term solutions to technical issues 
• The ability to own technical problems and see them through to resolution 

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.

We are proud to be recognized as one of the top workplaces. In fact, it’s Greystone Technology team members themselves who say our company is a great place to work. We’ve created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement.

Some of the things our team members enjoy:

• Competitive wages | The salary range is $55,000-$65,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.
• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions
• Maternal and paternal leave
• Very generous paid time off program 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 photoshoot, monthly happy hours, cup in hand kickball league, and more!

We’re 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 you’ve 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 you’re missing a technological requirement? Apply anyhow. We’re probably okay with teaching you some stuff if you’re 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.