Windows Server Support Engineer T2

Job DescriptionJob Description

iwerk - Support Engineer T2

Job Title: Support Engineer T2
Job Type: Full-time
Location: Ferndale, MI
Salary: $70,000.00 to $85,000.00 depending on experience

Job Description:

The primary responsibility of this role is to provide second level support within a company’s IT support team. The Support Engineer T2 role is the first escalation point of contact for our help desk support team. This role may also serve as a resource for the project team as needed.

People Skills:

● Positivity: Being optimistic in attitude.

● Customer Service: Understanding and meeting the needs of the people we work with (clients) - building trust and loyalty.

● Active Communication: Proactively listen, express ideas and feedback clearly, convey information effectively.

● Adaptability: Flexibility to changing situations and new demands/priorities while maintaining a positive attitude.

● Collaboration: Working successfully in a team environment, building and maintaining positive relationships, learning and teaching new skills.

● Problem solving: Identifying, analyzing, communicating, and solving problems using critical thinking, creativity and sound judgment.

● Ownership/Accountability: Taking the initiative to ensure positive results. Not waiting on others to act. Caring about the outcome.

● Empathy: Putting oneself in another person’s shoes, understanding their perspective, and responding with compassion and understanding.

● Time Management: Tracking time accurately in real time, prioritizing tasks, managing competing demands, and making effective decisions.

● Conflict Resolution: Identifying and resolving conflicts in a constructive manner, using communication and empathy.

 

Responsibilities:

● Configure, troubleshoot, and maintain complex business network environments consisting of Cisco, Cisco Meraki, Ubiquiti UniFi, Fortinet, SonicWall or other equivalent business-class network platforms

● Configure, troubleshoot, and maintain virtualized server environments

● Handle regular and escalated support requests from end users via both telephone, ticketing system, or chat in a prompt and courteous manner

● Communicate directly with clients as a member of the support team, with an emphasis on delivering the best customer experience possible

● Prioritize, schedule and escalate issues (when required)

● Record, track and document helpdesk requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution

● Perform hands-on fixes at desktop level, including installing and upgrading software, implementation of file backups, configuring systems and applications

● Perform preventative maintenance, including checking and data cleansing of workstations, printers and peripherals

● Install, configure, test, maintain, monitor and troubleshoot end-user workstation hardware, networked peripheral devices and networking hardware products

Required Skills and Qualifications:

● At least 2 years of relevant work experience as an escalation point in a customer service or helpdesk environment

● Remote troubleshooting of client computers, printers, copiers, scanner issues

○ Advanced knowledge of Windows 10 and 11 desktop issues

○ Advanced email troubleshooting skills

○ Mid Level network troubleshooting skills

● Customer service excellence

○ Our clients are very important to us. Effective phone and in-person communication skills are required

● Team Work

○ This position requires someone that enjoys collaborating with team members to solve problems and have fun. We work together and win together

● Strong background in networking, software and hardware

● Proficiency in Windows Server and Active Directory, including Group Policy

● Proficient in Microsoft Office

● Proficient in utilizing a ticketing system

● Tech savvy

● High attention to detail

● Ability to work independently

● Able to think logically and analytically in a problem-solving environment

● Self-motivated and with a strong sense of accountability

● Excellent verbal and written English communication skills.

 

Preferred Skills:

● Knowledge and experience with the Cisco family of routing, switching, firewalls and wireless products

● Knowledge and experience with Microsoft server environments including Active Directory and Exchange including Exchange Online and Azure Active Directory

● Experience with MacOS

● Experience with Google Workspace

● Knowledge and experience working in virtual environments such as VMware and Hyper-V

 

Why iwerk?

● Ask our iwerkers The current tenure of our team is roughly 6 years

● Great benefits - Healthcare, Dental, Life, etc.

● 401K with company match

● Cell phone stipend

● Professional and personal development. Our leadership is focused on making you better at your job and feeling satisfied with what you’re doing

● Team building. We work hard and play hard. Together.

Want to learn more about us? Go to iwerk.com to get a feel for our clients, culture and people

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

---