L2 IT Support Specialist

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.

We are looking for a On-Site 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 On-Site Technical Engineer will be responsible for handling most day-to-day user requests and tickets for a client in Hollister, CA This role is based at the client site 5 days a week. 

Core Responsibilities 

• Working Monday to Friday, primarily at a specific client location


• Supporting the client by diagnosing, troubleshooting, and resolving intermediate technical issues


• Ticket management and client documentation consistent with processes in our Service Delivery Handbook


• Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe


• Follow up with end users to ensure their technical issues are resolved


• Reaching a goal of 6 billable hours daily or 30 billable hours weekly


• Reaching a goal of 75% utilization on a consistent basis


• Ability to escalate issues to appropriate consultants


• Learning independently about our client’s ever-changing systems


• Traveling to local client locations on a daily or weekly basis, depending on client’s needs


• Act as a mentor to other engineers within the pod


• 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 to build trust and credibility with the client

Required Skills, Experience, and Attributes

• The ability to diagnose, troubleshoot, and resolve intermediate technical issues
  
  
  
  • e.g. software installation and configuration, printer issues, and infrastructure issues
  
  
  
  


• The ability to troubleshoot and support Microsoft platforms
  
  
  
  • e.g. M365, Active Directory, all current flavors of Windows
  
  
  
  


• An intermediate knowledge of basic networking principles, what they mean, and how they interact
  
  
  
  • e.g. TCPIP, DNS, DHCP, LAN/WAN
  
  
  
  


• The ability to diagnose, troubleshoot, and resolve intermediate network issues
  
  
  
  • e.g. internet connectivity, firewalls, DNS, VPN, and patching issues
  
  
  
  


• Proficient in installing, diagnosing, and upkeep of peripheral devices
  
  
  
  • e.g. scanners, printers, and monitors issues
  
  
  
  


• 2+ years’ experience in an IT help desk or desktop support environment


• The ability to own technical complex problems and see them through to resolution


• The ability to work in a directed autonomy environment


• An empathetic approach to solving client problems


• A positive, courteous demeanor


• A passion for solving problems


• Receptive to candid feedback


• Curiosity about technology and motivation to learn independently

Preferred Skills, Experience, and Attributes

• Knowledge of standard IT Security practices
  
  
  
  • e.g. virus remediation, firewalls, and phishing issues
  
  
  
  


• Understanding backup and disaster recovery concepts


• Intermediate knowledge of Apple, Mac OS, and iOS troubleshooting experience a plus


• Experience working with a Managed Service Provider or equivalent experience is a plus


• Experience working in a ticketing management system is a plus


• An awareness of how technology impacts business


• Ability to learn diverse systems, software, and applications within a business environment


• Professional confidence


• An aptitude towards service


• Ability to learn from experience 

Career Path

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 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.

Some of the things our team members enjoy:

• Competitive wages | The compensation range is $28.85 per hour. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.


• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions


• Maternal and paternal leave


• Very generous paid time off program 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 photoshoot, monthly happy hours, 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:

We get a lot of job applications and unfortunately, most of them get nothing more than a quick once-over. Please include the usual - a resume and a cover letter, and anything else that will show us that you are interested in and qualified for this specific position. Tell us stories. Show us as much as you can about who you are. Make us panic about the fact that we haven't already hired you. Learn to use Facebook privacy settings or better yet just un-tag yourself in that one picture (you know which one) and then become a fan of our page. Tell us your salary requirements and what kind of cookies we should bake for you on your birthday.

How to Apply for Internal Role:

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. We recruit, employ, train, compensate, and promote regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.