Senior IT Consultant

New Charter Technologies•Boulder, CO

8d•Hybrid

About The Position

At Greystone, a New Charter Company, we are seeking a Technical Consultant (in other companies this person could hold the title of Senior IT Consultant, Systems Engineer Consultant, Technical Account Consultant) to deliver advanced IT support, technology consulting, and strategic guidance for our Managed Services clients across diverse technology environments. This role is based in Boulder, Colorado and requires regular travel to local client locations. The Technical Consultant is responsible for delivering comprehensive technical support to our clients, from everyday break-fix issues to complex, high-level problem resolution. This role serves as a trusted technical resource for clients while providing mentorship and escalation support to other engineers. This includes, but isn’t limited to: Provide comprehensive IT support to clients, ranging from routine break-fix troubleshooting to advanced technical issue resolution. Build long-term, trust-based relationships with clients by understanding their businesses, technology environments, and evolving needs. Consult with clients on technology strategy and help identify solutions that align technology with their business needs. Act as a technical escalation point for other engineers and take ownership of complex technical issues through resolution. Manage tickets and client documentation consistently with internal processes and standards. Respond to client requests within established Service Level Agreements and follow up with end users to ensure issues are fully resolved. Maintain established goals for client-attributed work and utilization. Independently learn and maintain knowledge of clients’ evolving systems and technology environments. Travel to local client locations on a daily or weekly basis depending on client needs. Mentor, train, and support less experienced engineers across the team. Provide technical leadership, set expectations, and help maintain accountability within the team. Collaborate across teams and service lines to deliver a seamless client experience. Take a thoughtful, consultative approach to problem solving by understanding the underlying business need before recommending a technical solution. Deliver an effortless client experience that builds trust, confidence, and credibility.

Requirements

Ability to diagnose, troubleshoot, and resolve advanced technical issues e.g. software installation and configuration, infrastructure issues, database administration, and server issues
Ability to troubleshoot and support Microsoft platforms e.g. M365, Active Directory, and current versions of Windows
Advanced knowledge of networking principles, what they mean, and how they interact e.g. TCP/IP, DNS, DHCP, LAN/WAN
Ability to diagnose, troubleshoot, and resolve advanced network issues e.g. internet connectivity, firewalls, routers, DNS, VPN, and patching issues
Advanced knowledge of cloud solutions e.g. Microsoft Azure, AWS, and VMware cloud environments
Advanced virtualization experience e.g. VMware and Hyper-V
Proficiency in installing, diagnosing, troubleshooting, and maintaining peripheral devices e.g. scanners, printers, and monitors
Advanced knowledge of standard IT security practices e.g. malware and virus remediation, firewalls, and phishing issues
Advanced knowledge of backup and disaster recovery concepts
Experience providing technology consulting and strategic guidance to businesses
4+ years of experience in a Systems Administrator, IT Manager, Systems Engineer, or equivalent technical role
Ability to communicate complex technology concepts clearly to non-technical people at all levels of a client organization
Ability to own complex technical problems and see them through to resolution
A focus on identifying appropriate long-term solutions rather than temporary fixes
Experience mentoring, training, or providing technical leadership to individual contributors or a small team
Ability to work effectively in a directed-autonomy environment
An empathetic approach to solving client problems
A positive, courteous demeanor
A passion for solving problems
Receptiveness to candid feedback
Curiosity about technology and motivation to learn independently

Nice To Haves

3+ years of experience working with a Managed Service Provider or equivalent experience
Intermediate knowledge of Apple, macOS, and iOS troubleshooting
Experience working within a ticket management system
Experience configuring and maintaining firewalls and routers
Ability to quickly learn and support diverse systems, software, and line-of-business applications
Strong understanding of how technology impacts business operations and objectives
Critical thinking aptitude and strong troubleshooting skills
Professional confidence when working directly with clients and technical teams
An aptitude toward service
Ability to learn from experience
Ability to balance technical execution, client relationships, and competing priorities

Responsibilities

Provide comprehensive IT support to clients, ranging from routine break-fix troubleshooting to advanced technical issue resolution
Build long-term, trust-based relationships with clients by understanding their businesses, technology environments, and evolving needs
Consult with clients on technology strategy and help identify solutions that align technology with their business needs
Act as a technical escalation point for other engineers and take ownership of complex technical issues through resolution
Manage tickets and client documentation consistently with internal processes and standards
Respond to client requests within established Service Level Agreements and follow up with end users to ensure issues are fully resolved
Maintain established goals for client-attributed work and utilization
Independently learn and maintain knowledge of clients’ evolving systems and technology environments
Travel to local client locations on a daily or weekly basis depending on client needs
Mentor, train, and support less experienced engineers across the team
Provide technical leadership, set expectations, and help maintain accountability within the team
Collaborate across teams and service lines to deliver a seamless client experience
Take a thoughtful, consultative approach to problem solving by understanding the underlying business need before recommending a technical solution
Deliver an effortless client experience that builds trust, confidence, and credibility

Benefits

Competitive wages
Hybrid work environment
Gas card to support travel to local client locations
Health, Dental, Vision, Life, Disability Insurance
HSA & 401(k) employer contributions
Maternal and paternal leave
Very generous paid time off program
Sustainable work-life balance and flexibility
Yearly work anniversary rewards
Fun company events and opportunities to connect with teammates and the communities we serve