Service Operations Engineer

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

We are looking for a Technical Operations Engineer (in other companies this person could hold the title of IT Systems Automation Specialist, IT Service Delivery Engineer, Senior Technical Operations Specialist) to join our Services Operations team. The Technical Operations Engineer is responsible for configuring and troubleshooting the tools we use in service delivery. Additionally, this role will require the candidate to liaise with the application vendors on Greystone needs and to design training and documentation for Greystone staff to use. This role will be based out of Denver, CO office.

Core Responsibilities:

• Learning all aspects of our service delivery tools, and helping us design policies, deployment policies, and other controls, as
• well helping our teammates implement changes in these tools.
• Proactive identification, development, and implementation of automation to solve reoccurring support issues encountered by Greystone team and within client environments.
• Vendor management by relaying updates from the vendor to our teams, submitting feature add requests, and participating in scheduled check-in meetings.
• Taking lead during service outages, by providing context, requesting workarounds, troubleshooting, gathering examples from our impacted staff, and leading our emergency vendor meetings ensuring that Greystone’s needs are addressed in a timely manner and with an appropriate level of prioritization.
• Writing documentation and building trainings related to tool functionality for consumption by our Greystone team.
• Will be required to schedule and circulate communications to Greystone team, and external tool users, outlining updates to tool functionality and expectation setting.
• Identify and design needed changes to our existing tools, or identify new tools, that will enhance or improve service delivery options for our teams.

Preferred Skills & Experience

• 2+ years’ experience in an IT help desk or desktop support environment or equivalent educational experience,’
• 1+ years of experience as a lead in an IT technical support or IT service lead role, or equivalent educational experience, or equivalent career development towards a leadership-oriented track,
• Experience troubleshooting or supporting Microsoft platforms (e.g. Office 365, Active Directory, all current flavors of Windows),
• Experience with writing PowerShell scripts; providing intellectual property scrubbed samples during the hiring process is encouraged,
• 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,
• Experience working in a ticketing management system and/or Professional Services Automation (PSA) tool,
• Managed Service Provider experience is a plus,
• Experience with ConnectWise UMM/RMM or Continuum RMM, Webroot Management Console, SentinelOne, N-Able Cove
• Backups, ManageCast or similar-Veeam cloud replication tool, and ScreenConnect or similar desktop remote control and configuration tools, are a plus,
• Strong writing skills, with ability to proof for spelling and grammatical correctness; experience in knowledge base tools and formal support documentation writing, is a plus.

Preferred Skills, Attributes & Experience

• Believes in the importance of building documentation for long-term success and reducing dependency upon the presence of specific individuals,
• Willingness to make an educated decision take organizationally healthy risks in the face of uncertainty, instead of waiting for perfect knowledge or the perfect solution,
• A desire to be held accountable by their stakeholders, peers, and leads,
• A patient and empathetic approach to supporting stakeholders,
• 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,
• An aptitude towards service,
• Openness to feedback,
• A balance between self-starting and asking for help,
• 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,

Physical Requirements

Work is primarily knowledge-worker oriented using computer systems. Occasional exertion and lifting of up to 20 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Occasional travel (car). Occasional exposure to outdoor environmental conditions as a result of travel.

Some of the things our team members enjoy, include:

• Competitive wages | The salary range is expected to start at $55,000 . 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.

• Gas card. Fill up your tank on us while you're out visiting client sites

• 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!

Who We are:

At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are Serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. ( Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter .

New Charter Technologies is committ e d to cr e ating an inclusiv e e nvironm e nt and is proud to b e an e qual opportunity e mploy er. New Charter re cruits, e mploys, trains, comp e nsat e s, and promot e s r e gardl e ss of rac e , color, r e ligion, s e x, s e xual ori e ntation, g e nd e r id e ntity, national origin, v e t eran, or disability status.