General Summary:

We are looking for an exceptional Tier 3 Technical Engineer to join our team. Our ideal person will not only possess advanced technical skills but also excel in communication, collaboration, and teamwork. In this role, you will be responsible for designing, implementing, fixing, and maintaining complex technical environments. This role also has the responsibility of fostering positive relationships with our clients and our teammates. This is a requirement of every position at iwerk. We can’t stress this enough. Your inherent sense of ownership, accountability, and can-do attitude will make you stand out as our preferred future teammate!

Key Responsibilities:

1. Network Design and Planning: Utilize your expertise to design and plan network-related projects, including server/data migrations, ensuring the successful implementation of solutions tailored to meet client needs.
2. Client Engagement: Collaborate with sales personnel during new client contacts, providing technical expertise in meetings and contributing to the development of comprehensive solutions.
3. Infrastructure Management: Build and manage Hyper-V and VMware-based environments utilizing shared storage arrays, employing direct-attached or iSCSI topologies to optimize performance and reliability.
4. Routing and Switching: Design, implement, and troubleshoot routing and switching configurations using enterprise-grade technologies such as Cisco, ensuring robust and scalable network infrastructures.
5. Leadership and Support: Provide guidance and leadership to junior technicians, delegating tasks as necessary to ensure efficient workflow and effective resolution of client issues.
6. Technology Roll-out and Support: Deploy and support major network technologies, including MS Exchange server, Active Directory, and Client/Server applications, as well as M365, to enhance client operations and productivity.
7. Client Service Administration: Administer client services such as public DNS, SSL certificate renewals, and installation, ensuring the security and integrity of client environments.
8. Technical Proficiency: Demonstrate proficiency in native tools such as command line and PowerShell, leveraging them to streamline network operations and enhance efficiency.
9. Active Directory Management: Administer Active Directory and Group Policy, ensuring seamless integration with Microsoft Enterprise environments and maintaining optimal network security.
10. Connectivity Troubleshooting: Utilize your expertise to troubleshoot network connectivity issues, identifying and resolving root causes promptly to minimize downtime and ensure client satisfaction.
11. Proposal Development: Contribute to the creation of proposals for upgrades and new technologies, leveraging your insights to improve networking environments and optimize current practices.
12. Task Delegation: Ensure timely resolution of client issues by delegating tasks to junior team members when necessary, fostering a collaborative and supportive work environment.
13. Planning and Estimation: Draft annual plans and estimate labor hours required to accomplish tasks, facilitating effective resource allocation and project management.
14. Adherence to Standards: Follow iwerk standards to successfully onboard new clients, ensuring compliance with industry best practices and delivering consistent, high-quality service.
15. Client Relationship Management: Build and maintain strong client relationships, providing exceptional technical support and fostering trust and confidence in our services.

Direct experience and skill in the following areas:

T1 Helpdesk Skills

• Ability to assign priority to client issues based in impact
• Has general experience in supporting Microsoft Windows networks
• 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
• Has ability to ensure the protection of client data (backup)
• Has the ability to ensure that all client data is safeguarded against loss or corruption prior to performing intrusive procedures
• Can troubleshoot various Windows desktop issues
• Can provide courteous and effective phone support to users in a clear and concise manner
• Can install, support, and troubleshoot MS Office software
• Ability to read technical diagrams and documents in support of client issues
• Can correctly escalate issues to upper tiers by complying with established escalation standards

T1 Engineer 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

Tier 2 Engineer Skills

• Act as an escalation point for the lower tiers
• Can de-escalate frustrated end-users when necessary
• 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)

Other Skills Required:

• Customer service experience
• The ability to successfully navigate conversations with upset or frustrated users and de-escalate emotional situations with grace and professionalism
• Effectively use online resources to research issues (e.g. search engines)
• Excellent communication skills, both written and verbal
• Analytical mindset with a can-do attitude

The less “job post sounding” summary of who we’re looking for, what they’ll need to do to be successful, and what we might ask of you:

• We need a person with a genuinely positive attitude, excellent technical skills (and aptitude), and excellent communication skills who cares deeply about delivering the best customer service possible. This person will be able to work closely with our technical team leaders to proactively take full ownership and accountability for delegated projects and tasks. You will own it (with direction and help as needed) and ensure it gets completed. You’ll be a supportive and great teammate, looking to jump in and assist however is needed. If this reminds you of you, and you’re excited about his role, we’d love to talk to you.
• Our interview process is generally informal. We want to get to know you as a person, learn about your background, and learn why you feel you’re a great fit for this role and our team.
• We may ask you to walk our team leaders through your technical troubleshooting process. This would look like us asking you to explain how you would approach/troubleshoot/resolve a list of example technical issues and situations encountered in our client environments. We want to get a sense of your process and how you work.

How to prepare for the interview:

As we like to keep our initial meetings informal, we do, however, ask that you be prepared to speak to your strengths in terms of how they relate to the position at hand. Please be prepared to discuss the following:

1. Most memorable success – Please describe a situation where you feel that you ‘nailed it’.
2. Your most favorite aspect of IT – if there was a single thing you could do day-in, day-out, what would that be?
3. What you would like to learn most – What thing fascinates you, but you just don’t have the skills with it and would love to learn more?
4. Best mentorship moment – Describe a time where you feel you’ve really helped out another team member to elevate their skills.

These are just some examples of where the discussion may lead. We do weigh the content of your resume heavily against the scope of this position, and in due course expect you to be able to ‘hit-the-ground-running’ after a brief onboarding session which outlines iwerk’s internal processes. You will be expected to be resourceful and operate efficiently within the team to get tasks accomplished with little-to-no oversight. Our culture is team-based, we like to see team members interact to solve issues and we encourage collaboration at every opportunity. We would expect you to value the same ideals as well.

Final note: please only apply to this post if you have specific experience in the areas we've outlined above. If you don't have the experience we need for this position and would like to be considered for another position, please visit our website and submit a form under our career page. Thank you.