Tier 2 Technician

New Charter Technologies • Denver, CO

8d • $55,000 • Hybrid

About The Position

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. Greystone Technologies, a New Charter Technologies Company is looking for a 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 Managed Services team. The Technical Engineer Two is responsible for working with a team to handle the majority of day-to-day technical user requests and tickets for an assigned client base within a Greystone Service Line. This role is based out of Denver, Colorado office. 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 6 billable hours daily or 30 billable hours weekly Learning independently about our clients’ ever-changing systems Traveling to local client locations on a daily or weekly basis, depending on clients’ needs Collaborate with other service line and departments to ensure an effortless experience for our clients Doing what it takes to provide an effortless experience to the end users and build trust and credibility within a client group

Requirements

• Demonstrated experience troubleshooting and resolving standard hardware issues, as well as running diagnostics
• Proficient in installing, diagnosing, and upkeep of peripheral devices such as scanners, printers, monitors, etc.
• 2+ years’ experience in an IT help desk or desktop support environment
• 2+ years’ experience troubleshooting and supporting Microsoft platforms (e.g. M365, Active Directory, all current flavors of Windows)
• Knowledge of networking principles, what they mean, and how they interact (TCPIP, DNS, DHCP, LAN/WAN)
• Working experience with networking principle, such as TCPIP, DNS, DHCP, LAN/WAN, NAT, IPSEC, WIFI, and A/C Name Records
• Experience installing, troubleshooting, and maintaining peripherals (scanners, printers, monitor, 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
• An empathetic approach to solving client problems
• 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
• Openness to feedback

Nice To Haves

• 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 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
• 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

Responsibilities

• 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 6 billable hours daily or 30 billable hours weekly
• Learning independently about our clients’ ever-changing systems
• Traveling to local client locations on a daily or weekly basis, depending on clients’ needs
• Collaborate with other service line and departments to ensure an effortless experience for our clients
• Doing what it takes to provide an effortless experience to the end users and build trust and credibility within a client group

Benefits

• Competitive wages
• Hybrid work environment
• Gas card
• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed