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Tier 2 Technical Engineer

2 months ago

Fort Worth, United States iwerk Full time $65,000 - $85,000
Job DescriptionJob Description

Primary Core Focus

Closing escalations from Tier 1 teams.  Proactive communication to clients and excellent customer service experience through independent time management are essential to success. 

 

Secondary Focus

Resource availability for Client Projects and overflow Tier 1 tasks. Onsite visits to support clients as needed on a rotational basis.  Assistance in phone support coverage, chat sessions, and client maintenance as required.  Participates in rotational on call as assigned. 

Salary Range

$65-85k/per year

Scope of Duties

1.          Possess all underlying Tier 1 skills

2.          Act as an escalation point for the lower tiers

3.          Can identify opportunities to improve the current state of the network and takes the necessary steps to ensure those items are escalated to the upper tier

4.          Understands that personal performance is gauged on successful and timely ticket completions and customer satisfaction.

5.          Has the ability to assess general network health and take the proper steps to propose fixes

6.          Uses the iwerk standard to gauge the client network against best practices and ensures all shortcomings are addressed

7.          Able to efficiently schedule support tasks as to avoid unnecessary downtime on client systems

8.          Has ability to administer MS Windows networks and maintain all relevant required documentation

9.          Has ability to identify substandard practices and implement the appropriate measures to improve the overall network environment

10.    Can implement and support WAN related technologies (e.g. firewalls, routers, VPN’s)

11.    Has ability to perform thorough network assessments and properly document findings

12.    Understands and adheres to set SLA’s for task completion

13.    Works with third-party vendors in the support and maintenance of the network environment

14.    Is skilled in implementing and maintaining network-asset protective measures (Corporate antivirus solutions, anti-spam controls, anti-intrusion)

 

 

 

 

General Values

Core values of iwerk personnel 

 

1.          Makes every effort to exceed client expectations; Always conducts themselves with the utmost courtesy and tact when dealing with clients

2.          Understands that communication is the cornerstone of success; takes every opportunity to ensure that ambiguous or confusing situations are explained so all involved parties understand the intent

3.          Exercises high-quality judgment in determining courses of action; weighs the possible pros/cons before enacting a solution

4.          Strives for self-improvement and takes the appropriate measures to accomplish set goals (e.g. certifications)

5.          Displays efficient time-management skills in maintaining weekly work schedules to achieve hourly goals

6.          Communicates with other colleagues and superiors so that information exchange is achieved, and ideas are passed along accurately, and all relevant parties are kept informed

7.          Works within the team environment and provides support to other team members when necessary

8.          Ensures tasks are passed to other team members, when possible, to exceed client satisfaction expectations

9.          Strives for excellence in every facet of what they do, work-ethic geared towards establishing long-term client relationships

 

Measurement Metrics

Each skill listed above will be defined using the following assessment of the technical resource’s skill level.

Definition

Explanation of technical skill level observed

E - Exceeding core concepts; advanced knowledge of skill or behavior

M - Meeting the core concepts required for skill or behavior

D - Development needed or developing into skill level or behavior

 

General Overview

Typical work schedules are Monday through Friday between 6am/7am to 6pm/7pm CST/EST for a set 9 hour workday including a 1 hour lunch as agreed upon between you and your hiring manager upon hire or role change.  However, due to the environment we operate within, it is also likely that technicians may need to work after-hours or weekends due to necessity.  After-hours and weekend obligations are not consistent but occur per demand.  Iwerk requires technicians to engage in a 40-hour work week, any billable work beyond 40 billed-hours is compensated as overtime (1.5 x your hourly pay rate).  All questions regarding benefits, paid Holidays, vacation, and 401K should be directed towards iwerk HR for further clarification.  Iwerk employees are required to agree to and sign a non-compete contract between themselves and iwerk.  All new hires will be provided with a copy of the iwerk employee handbook outlining, in detail, all company mandates.

Technicians are expected to present themselves in a neat and professional manner.  General dress standards are comprised of clean and presentable attire. For engagements that require more formal dress (e.g. Corporate casual attire) we expect that attire to consist of clean/pressed slacks or business-friendly skirt, a clean/pressed button-down shirt, belt, and presentable shoes of a dressy-nature (e.g. brown or black leather).   Certain activities may dictate a deviation of set dress standards whereas more casual attire may be appropriate.  Our possible operating environments range from typical office settings to construction sites.

Iwerk will compensate each technician $50/month to maintain a cellular phone of their choosing to be used to conduct company business, however, technicians are discouraged from giving their cellular number to clients for obvious reasons.  Personnel are also required to participate in the after-hours emergency line which is rotated among technical staff.  This duty lasts for one week and duties include acknowledging inbound emergency requests and escalating when necessary.  

Technicians are required to possess reliable transportation.  Technicians are eligible for compensation against mileage accrued while on company business excluding the first and last trips of the day (considered travel to office and travel to home) any travel exceeding 60 miles qualifies for compensation regardless.  This position may require the technician to travel within the Southeastern Michigan or DFW region.  Travel outside of this geographic region is rare but possible (typical travel is no more than 30 miles from the iwerk offices in Ferndale, MI and Fort Worth, TX).  

Technicians are eligible for pay increase per management discretion.  Pay increases are gauged from how well the technician measures against their assigned duties as well as the technician’s productivity, performance, and attitude.  Technicians are strongly urged to continually self-improve to both increase their value to iwerk as well as themselves.  

Role Prerequisites

Tier 1 Engineer - Scope of Duties

1.     Possess all underlying Tier 1 HD skills as shown below

2.     Able to adapt to constantly shifting environments, schedules, and priorities

3.     Has ability to ensure the protection of client data (backup)

4.     Has ability to review relevant server logs and identify potential problems

5.     Provides immediate follow-up on all performed tasks and ensures clients are periodically and consistently kept up to date on issues that span multiple days

6.     Can participate in inbound phone queue when necessary

7.     Can support WAN related technologies in terms of connectivity troubleshooting (e.g. firewalls, routers, VPN’s)

8.     Is skilled in maintaining client relationships

9.     Can implement the iwerk standard in terms of system maintenance

10.  Supports the iwerk hardware team when necessary

Tier 1 Helpdesk - Scope of Duties

1.     Ability to assign priority to client issues based in impact

2.     Can de-escalate frustrated end-users when necessary

3.     Has general experience in supporting Microsoft Windows infrastructure

4.     Has general experience in supporting various network related technologies (LAN) such as printing, TCP/IP connectivity (wired and wireless), Internet browsers, Domain login, minor application support and help desk

5.     Has ability to ensure the protection of client data (backup)

6.     Has the ability to ensure that all client data is safeguarded against loss or corruption prior to performing intrusive procedures

7.     Can troubleshoot various Windows/MAC device issues including printers, software, login issues, email, etc. 

8.     Can provide courteous and effective phone support to users in a clear and concise manner

9.     Can install, support, and troubleshoot MS Office software

10.  Ability to read technical diagrams and documents in support of client issues

11.   Can correctly escalate issues to upper tiers by complying with established escalation standards

 

Progression Roadmap
 

Tier 3 Engineer - Scope of Duties

1.          Possess all underlying Tier 2 skills.

2.          Has ability to design and plan network-related projects (e.g. Server/data migrations)

3.          Can assist sales personnel during new client contact (e.g. meetings)

4.          Is skilled in building and managing Hyper-V and VMware-based environment that utilize shared storage arrays either with direct-attached or iSCSI topologies

5.          Is skilled with designing, implementing, and troubleshooting routing and switching configurations utilizing enterprise-grade technologies (e.g. Cisco)

6.          Provide assistance and leadership to junior technicians and has ability to delegate tasks as necessary.

7.          Has ability to roll-out and support major network technologies (e.g. MS Exchange server, Active Directory, Client/Server applications, M365)

8.          Can administer client services such as public DNS, SSL certificate renewals and installation

9.          Proficient with the use of native tools such as command line and PowerShell

10.    Skilled in the administration of Active Directory and Group Policy and the association to Microsoft Entra

11.    Proficient with network connectivity troubleshooting; able to locate the root source of connectivity issues

12.    Has ability to participate in the creation of proposals regarding upgrades and new technologies to improve the networking environment and/or streamline current practices

13.    Ensures client’s issues are handled within a reasonable amount of time, delegates or passes off tasks to other junior members when necessary.

14.    Is skilled in drafting annual plans and estimating the necessary amount of labor hours to accomplish tasks.

15.    Ability to follow iwerk standards to successfully onboard new clients

16.    Is skilled in building and (if necessary) repairing client relationships

Company Descriptioniwerk is a 30+ year old technology company with offices in Ferndale, MI and Ft. Worth, TXCompany Descriptioniwerk is a 30+ year old technology company with offices in Ferndale, MI and Ft. Worth, TX