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Tier 1 Engineer

3 months ago

Eau Claire, Wisconsin, United States Wipfli Full time

At Wipfli, people count
The way you think makes you different. At Wipfli, we embrace that.
Our inclusive culture provides a space for everyone to have a voice. Our growing number of DEI resource groups celebrate diversity and champion awareness throughout Wipfli.
We're also focused on helping you achieve success with balance. From hybrid schedules and flexible time off to training programs and mental wellness initiatives, we take care of our team.
If you want to be in an environment where you can grow, feed your curiosity and make a difference, Wipfli is the place for you.
What you should know
Our business model was built on finding unconventional ways to drive innovation and realize the value in a dynamic and growing industry. By leading with technology at our firm we are better able to help clients innovate with technology. This makes our firm unique.
No two days are alike in this role - however, you will be part of a team of experts where no one worries alone. Our team philosophy is that there is no work beneath any of us. By respecting all work equally, we enhance partnership and improve relationships. We value versatility and the ability of those who can perform quality work across many areas. We value working smart and delivering results - we believe it is up to every associate to achieve or exceed their goals. Feedback is essential to help shape and define the working relationship. Everyone is motivated to help each other improve. Challenge yourself to perform at a higher level than you ever have. The exceptional performance will be rewarded and recognized.
Responsibilities:

  • Provide technical assistance to clients that have been escalated by our Tier 1 Help Desk
  • Resolve incidents using established guidelines and procedures with assistance from experienced engineers as needed and escalate incidents to second-tier assistance or to consultants as needed
  • Document troubleshooting steps and current incident status in our case management system
  • Identify, communicate, and mitigate risks identified through the assistance process
  • Keep clients, consultants, and other interested parties informed regarding status of incidents
  • Maintain and update technical notices and knowledgebase articles to enhance future assistance
  • Passionately drive high levels of client satisfaction
  • Comply with procedures outlining the confidentiality and security of client's information, infrastructure, access, and permissions
  • Closely engage in community service, and personal and professional development


Qualification:

  • A technical degree from any accredited 2-year technical school or bachelor's degree from an accredited college or university
  • At least 3 years technology experience (previous MSP experience preferred)
  • Prefer candidates with networking certifications and assistance experience.
  • Demonstrated excellent communication skills, both written and verbal
  • Introductory certifications are a plus (e.g. MCSE, CCNA, Azure, Microsoft 365, etc.)
  • Requires a valid driver's license
  • Ability to plan, prioritize, and organize work effectively
  • Ability to work under pressure and time deadlines
  • Ability to observe, think critically, and demonstrate a rational thought process and linear thinking
  • Proven written and verbal skills are very important for this position


Who You Are

  • Quality motivated
  • Team player
  • Self-starter who activates and executes
  • Self-learner who is continually curious
  • Caring and client service focused
  • Calm under pressure


Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans), dental and vision coverage, opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage, a 401(k) savings plan & profit share as well as Firm matching contribution, well-being incentive, education & certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards. Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location. Wipfli offers flexibility for many positions to be performed remotely; please discuss your work preferences with your recruiter during the interview process.
Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristics protected by federal, state, or local laws.
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