IT Support Engineer

Greystone Technology•Colorado Springs, CO

2d•$60,000 - $65,000•Hybrid

About The Position

Greystone Technology, a New Charter Company, is seeking a Technical Engineer (in other companies this person could hold the title of Jr. Systems Administrator, Tier 2 Support Engineer, Desktop Support Engineer) to provide responsive technical support and resolve day-to-day IT issues for our Managed Services clients. This role is ideally hybrid out of our Denver, CO office; however, candidates located elsewhere in Colorado will also be considered. Regular travel to local client locations may be required based on client needs. The Technical Engineer is responsible for partnering with clients and Greystone Technology’s consulting and service teams to troubleshoot user issues across Microsoft 365, Active Directory, Windows, networking, VPNs, firewalls, and endpoint technologies. This role manages support tickets and client documentation while delivering a responsive, empathetic, and effective support experience.

Requirements

1+ years of experience in an IT help desk, desktop support, or similar technical support environment
Experience troubleshooting and supporting Microsoft technologies (e.g. Microsoft 365, Active Directory, and current Windows operating systems)
Fundamental understanding of networking technologies and concepts (e.g. TCP/IP, DNS, DHCP, LAN/WAN, VPNs, and internet connectivity)
Ability to diagnose, troubleshoot, and resolve common end-user technical issues (e.g. password resets, break/fix issues, and software installation and configuration)
Ability to install, diagnose, troubleshoot, and support peripheral devices (e.g. printers, scanners, monitors, and other peripherals)
Strong client-service skills with an empathetic approach to problem solving
A positive and professional demeanor
Curiosity about technology and motivation to learn independently
Ability to work effectively with directed autonomy

Nice To Haves

Understanding of standard IT security practices (e.g. virus remediation, firewalls, and phishing-related issues)
Familiarity with backup and disaster recovery concepts
Knowledge of Apple technologies, including Mac OS and iOS troubleshooting
Experience working for a Managed Service Provider (MSP) or in a comparable multi-client support environment
Experience using an IT ticket management system
Strong service orientation and professional confidence
Receptiveness to feedback and an ability to learn from experience

Responsibilities

Diagnose, troubleshoot, and resolve technical issues for Managed Services clients
Manage support tickets and maintain accurate client documentation in accordance with established service delivery processes
Respond to client requests within established Service Level Agreement (SLA) expectations, including a target response time of 30 minutes
Follow up with clients to confirm technical issues have been fully resolved
Work toward a goal of six hours per day or 30 hours per week of client-attributed work and consistent 75% utilization
Escalate technical issues to the appropriate consultants when additional expertise is required
Independently learn and adapt to clients’ evolving systems and technology environments
Travel to local client locations on a daily or weekly basis depending on client needs
Collaborate across service lines and departments to provide clients with a seamless support experience
Build trust and credibility with end users through responsive, empathetic, and effective technical support