Service Delivery Coordinator

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 after 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 Service Delivery Coordinator (in other companies this person could hold the title of IT Dispatcher) to join the Managed Services team. Service Delivery Coordinator is responsible for supporting the SoCal MIT team through ticket board management, assuming responsibility for addressing work stoppages through initial triage and facilitating escalations as needed. This position requires a person who can communicate complex ideas and technology in simple everyday terms. This role will be located in our Santa Ana, CA office and the working schedule will be Monday-Friday from 8:00am to 5:00pm.

Core Responsibilities

• Answer incoming phone calls and enter technical support tickets for clients
• Monitor the ticket boards for SoCal, ensuring that all tickets receive a response within one hour to maintain our service level agreement.
• Support the SoCal MIT team by allocating tickets according to skillsets and coordinating on-site visits based on schedule
• Continuously track open tickets to ensure that the technical team completes all outstanding tasks
• Ticket management and documentation consistent with processes in the Service Delivery Handbook
• Doing what it takes to create enthusiastically satisfied customers and build trust and credibility with our clients
• This position requires an in-person presence in our Santa Ana office

Preferred Skills & Experience

• 6 months experience in an IT help desk or desktop support environment or equivalent educational experience
• Previous experience in a client support role (call center or client center environment)
• Ability to visualize a problem and support a user through vocal navigation and remote support tools
• Basic experience troubleshooting or supporting Microsoft platforms (e.g. Office 365, Active Directory, all current flavors of Windows)
• Experience working with all levels of employees
• Demonstrable ability to quickly learn new systems
• Experience with scheduling and logistics for a team of 2 or more

Preferred Attributes

• Ability to prioritize
• The desire to work as part of a team
• Critical thinking aptitude
• An empathetic approach to solving customer problems
• 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
• 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 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.

Some of the things our team members enjoy, include:

• Competitive wages | The compensation is expected to start at $17.00 an hour. 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.