Technical Support Specialist

1 day ago

Ferndale, Michigan, United States iwerk Full time
Job Overview

iwerk is a leading technology company with a strong presence in Ferndale, MI, and Ft. Worth, TX. We are seeking a highly skilled Tier 2 Technical Engineer to join our team.

Key Responsibilities
  • Closing escalations from Tier 1 teams and providing proactive communication to clients.
  • 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.
Requirements
  • Possess all underlying Tier 1 skills.
  • Act as an escalation point for the lower tiers.
  • 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.
  • Understands that personal performance is gauged on successful and timely ticket completions and customer satisfaction.
  • Has the ability to assess general network health and take the proper steps to propose fixes.
  • Uses the iwerk standard to gauge the client network against best practices and ensures all shortcomings are addressed.
  • Able to efficiently schedule support tasks as to avoid unnecessary downtime on client systems.
  • Has ability to administer MS Windows networks and maintain all relevant required documentation.
  • Has ability to identify substandard practices and implement the appropriate measures to improve the overall network environment.
  • Can implement and support WAN related technologies (e.g. firewalls, routers, VPN's).
  • Has ability to perform thorough network assessments and properly document findings.
  • Understands and adheres to set SLA's for task completion.
  • Works with third-party vendors in the support and maintenance of the network environment.
  • Is skilled in implementing and maintaining network-asset protective measures (Corporate antivirus solutions, anti-spam controls, anti-intrusion).
General Values
  • Makes every effort to exceed client expectations; Always conducts themselves with the utmost courtesy and tact when dealing with clients.
  • 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.
  • Exercises high-quality judgment in determining courses of action; weighs the possible pros/cons before enacting a solution.
  • Strives for self-improvement and takes the appropriate measures to accomplish set goals (e.g. certifications).
  • Displays efficient time-management skills in maintaining weekly work schedules to achieve hourly goals.
  • 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.
  • Works within the team environment and provides support to other team members when necessary.
  • Ensures tasks are passed to other team members, when possible, to exceed client satisfaction expectations.
  • 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.

  • 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.
Work Environment

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.

Requirements for Success
  • Possess all underlying Tier 1 skills.
  • Able to adapt to constantly shifting environments, schedules, and priorities.
  • Has ability to ensure the protection of client data (backup).
  • Has ability to review relevant server logs and identify potential problems.
  • 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.
  • Can participate in inbound phone queue when necessary.
  • Can support WAN related technologies in terms of connectivity troubleshooting (e.g. firewalls, routers, VPN's).
  • Is skilled in maintaining client relationships.
  • Can implement the iwerk standard in terms of system maintenance.
  • Supports the iwerk hardware team when necessary.
Progression Roadmap

Tier 3 Engineer - Scope of Duties

  • Possess all underlying Tier 2 skills.
  • Has ability to design and plan network-related projects (e.g. Server/data migrations).
  • Can assist sales personnel during new client contact (e.g. meetings).
  • Is skilled in building and managing Hyper-V and VMware-based environment that utilize shared storage arrays either with direct-attached or iSCSI topologies.
  • Is skilled with designing, implementing, and troubleshooting routing and switching configurations utilizing enterprise-grade technologies (e.g. Cisco).
  • Provide assistance and leadership to junior technicians and has ability to delegate tasks as necessary.
  • Has ability to roll-out and support major network technologies (e.g. MS Exchange server, Active Directory, Client/Server applications, M365).
  • Can administer client services such as public DNS, SSL certificate renewals and installation.
  • Proficient with the use of native tools such as command line and PowerShell.
  • Skilled in the administration of Active Directory and Group Policy and the association to Microsoft Entra.
  • Proficient with network connectivity troubleshooting; able to locate the root source of connectivity issues.
  • Has ability to participate in the creation of proposals regarding upgrades and new technologies to improve the networking environment and/or streamline current practices.
  • Ensures client's issues are handled within a reasonable amount of time, delegates or passes off tasks to other junior members when necessary.
  • Is skilled in drafting annual plans and estimating the necessary amount of labor hours to accomplish tasks.
  • Ability to follow iwerk standards to successfully onboard new clients.
  • Is skilled in building and (if necessary) repairing client relationships.

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