New Charter Technologies · 1 month ago
Tier 2 Technician
Greystone CO - Denver
Full-time
Hybrid
Entry, Mid Level
$55K/yr - $55K/yr
2+ years expGreystone Technologies, a New Charter Technologies Company, is looking for a Technical Engineer to join their Managed Services team. The role involves troubleshooting and resolving technical user requests and tickets for an assigned client base, ensuring a high level of service delivery and client satisfaction.
ConsultingInformation TechnologyProfessional Services
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
Qualification
Required
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
Preferred
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
Benefits
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!
Company
New Charter Technologies
New Charter Technologies operates as a Managed Service Provider (MSP).
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Bryan Bodhaine
CFO
Peter Melby
Chief Revenue Officer
Recent News
2026-01-14
Company data provided by crunchbase