On-Site L2 IT 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.

Core Responsibilities

The On-Site Technical Engineer 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 includes, but isn’t limited to:

1. Working Monday to Friday, primarily at a specific client location.
2. Supporting the client by diagnosing, troubleshooting, and resolving intermediate technical issues.
3. Ticket management and client documentation consistent with processes in our Service Delivery Handbook.
4. Maintaining our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe.
5. Follow up with end users to ensure their technical issues are resolved.
6. Reaching a goal of dedicating 6 hours daily or 30 hours weekly to client attributed work.
7. Reaching a goal of 75% utilization on a consistent basis.
8. Ability to escalate issues to appropriate consultants.
9. Learning independently about our client’s ever-changing systems.
10. Traveling to local client locations on a daily or weekly basis, depending on client’s needs.
11. Act as a mentor to other engineers within the pod.
12. Collaborate with other service lines and departments to ensure an effortless experience for our clients.
13. 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

1. An intermediate knowledge of basic networking principles, what they mean, and how they interact e.g. TCPIP, DNS, DHCP, LAN/WAN.
2. The ability to diagnose, troubleshoot, and resolve intermediate network issues e.g. internet connectivity, firewalls, DNS, VPN, and patching issues.
3. Proficient in installing, diagnosing, and upkeep of peripheral devices e.g. scanners, printers, and monitors issues.
4. 2+ years’ experience in an IT help desk or desktop support environment.
5. The ability to own technical complex problems and see them through to resolution.
6. The ability to work in a directed autonomy environment.
7. An empathetic approach to solving client problems.
8. A passion for solving problems.
9. Receptive to candid feedback.
10. Curiosity about technology and motivation to learn independently.
11. The ability to troubleshoot and support Microsoft platforms e.g. M365, Active Directory, all current flavors of Windows.

Preferred Skills, Experience, and Attributes

1. Understanding backup and disaster recovery concepts.
2. Intermediate knowledge of Apple, Mac OS, and iOS troubleshooting experience a plus.
3. Experience working with a Managed Service Provider or equivalent experience is a plus.
4. Experience working in a ticketing management system is a plus.
5. An awareness of how technology impacts business.
6. Ability to learn diverse systems, software, and applications within a business environment.
7. Professional confidence.
8. An aptitude towards service.
9. Ability to learn from experience.
10. Knowledge of standard IT Security practices e.g. virus remediation, firewalls, and phishing issues.

The On-Site Technical Engineer 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, Technical Engineer 3, or Technical Consultant. There is also opportunity to move into a Technical Engineer 2 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.

We are proud to be recognized as one of the top workplaces in Denver. 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.

Benefits

• Competitive wages | The compensation is expected to start date at $31.25. 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!

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:

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.