Service Operations Engineer

Greystone Technology

108d • $55,000

About The Position

We are looking for a Technical Operations Engineer to join our Services Operations team. The Technical Operations Engineer is responsible for configuring and troubleshooting the tools we use in service delivery. Additionally, this role will require the candidate to liaise with the application vendors on Greystone needs and to design training and documentation for Greystone staff to use. This role will be based out of Denver, CO office.

Requirements

• 2+ years’ experience in an IT help desk or desktop support environment or equivalent educational experience.
• 1+ years of experience as a lead in an IT technical support or IT service lead role, or equivalent educational experience.
• Experience troubleshooting or supporting Microsoft platforms (e.g. Office 365, Active Directory, all current flavors of Windows).
• Experience with writing PowerShell scripts.
• Knowledge of basic networking principles (TCPIP, DNS, DHCP, LAN/WAN).
• Experience installing, troubleshooting, and maintaining peripherals (scanners, fax machines, printers, etc.).
• Experience troubleshooting standard hardware issues and running diagnostics.
• An understanding of standard IT Security practices (virus remediation, firewalls, phishing, etc.).
• Basic Apple, Mac OS, and iOS troubleshooting experience a plus.
• Demonstrable ability to quickly learn and support various business applications.
• Understanding backup and disaster recovery concepts.
• Experience working in a ticketing management system and/or Professional Services Automation (PSA) tool.
• Managed Service Provider experience is a plus.
• Experience with ConnectWise UMM/RMM or Continuum RMM, Webroot Management Console, SentinelOne, N-Able Cove Backups, ManageCast or similar-Veeam cloud replication tool, and ScreenConnect or similar desktop remote control and configuration tools, are a plus.
• Strong writing skills, with ability to proof for spelling and grammatical correctness.

Nice To Haves

• Believes in the importance of building documentation for long-term success.
• Willingness to make educated decisions and take organizationally healthy risks.
• A desire to be held accountable by their stakeholders, peers, and leads.
• A patient and empathetic approach to supporting stakeholders.
• An awareness of how technology impacts business.
• The desire to work as part of a team.
• Critical thinking aptitude and troubleshooting experience.
• 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.
• A balance between self-starting and asking for help.
• 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.

Responsibilities

• Learning all aspects of our service delivery tools, and helping us design policies, deployment policies, and other controls.
• Proactive identification, development, and implementation of automation to solve reoccurring support issues encountered by Greystone team and within client environments.
• Vendor management by relaying updates from the vendor to our teams, submitting feature add requests, and participating in scheduled check-in meetings.
• Taking lead during service outages, providing context, requesting workarounds, troubleshooting, gathering examples from our impacted staff, and leading our emergency vendor meetings.
• Writing documentation and building trainings related to tool functionality for consumption by our Greystone team.
• Scheduling and circulating communications to Greystone team and external tool users, outlining updates to tool functionality and expectation setting.
• Identifying and designing needed changes to our existing tools, or identifying new tools that will enhance or improve service delivery options for our teams.

Benefits

• Competitive wages | The salary range is expected to start at $55,000.
• Hybrid work environment.
• Gas card for client site visits.
• Generous benefits including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching.
• Maternal and paternal leave.
• Very generous paid time off program.
• Sustainable work-life balance and flexibility.
• Yearly work anniversary rewards.
• Fun company events.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees