L2 Help Desk Support Engineer (Bilingual Spanish/English)

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 Technical Engineer II (in other companies this person could hold the title of Help Desk / Desk Side Support, Tier 1 Technician) to join the Managed Services team.

Technical Engineer II is responsible for working with a consulting team to handle most of the day-to-day technical user requests and tickets for a client within Greystone's Managed Services team.

This position will serve as the primary point of contact for Spanish-speaking client based in Mexico City and support their IT.

This role will be located in our Denver, CO office with frequent travel to Mexico City, MX.

Core Responsibilities :

• Supporting client end-users by troubleshooting and resolving computer, application, system, device, and access issues
• Deliver support via email, phone, and other communication channels, demonstrating proficiency in both Spanish and English
• Ability to escalate issues to appropriate consultants
• Ticket management and documentation consistent with processes in the Service Delivery Handbook
• Reaching a goal of maintaining 6 billable hours daily or 30 billable hours weekly
• Learning independently about our clients’ ever-changing systems
• Traveling to client locations on a daily or weekly basis, depending on clients’ needs
• Willingness to travel to Mexico City on a quarterly basis
• Doing what it takes to create enthusiastically satisfied customers and build trust and credibility within a client group

Preferred Skills & Experience

• Fluent in Spanish and English, with excellent communication skills in both languages
• 2+ years’ experience in an IT help desk or desktop support environment or equivalent educational experience
• Experience troubleshooting or supporting Microsoft platforms (e.g. Office 365, Active Directory, all current flavors of Windows)
• Knowledge of basic networking principles, what they mean, and how they interact (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
• Managed Service Provider experience is a plus
• Experience working in a ticketing management system is a plus

Physical Requirements

Repetitive use of computer (keyboard / mouse), and phone. Visually inspects, prepares, and analyzes data and figures; views computer constantly.

Occasional exposure to outdoor environmental conditions because of travel.

Some of the things our team members enjoy, include :

• Competitive wages The compensation range is $50,000-$70,000 Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above
• Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site
• 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 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 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. Greystone recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.