Network Solutions Support Technician

Job Summary

Responsible for providing first-level technical support for Werner Network Solutions' and Managed Services customers. Supports customer IT and OT environments through remote monitoring, ticket response, basic troubleshooting, documentation, and escalation of issues related to computers, servers, Microsoft 365, networking, remote access, backups, and managed service platforms.

Essential Duties

• Respond promptly and professionally to customer support requests via phone, email, and ticketing system; communicate clearly to set expectations and provide timely status updates.
• Use Werner's managed service tools, remote monitoring platforms, and help desk processes to deliver consistent, high-quality customer support.
• Accurately document customer issues, troubleshooting steps, resolutions, and follow-up actions within the ticketing system.
• Maintain customer documentation, support records, device inventories, and service-related records.
• Assist with creating and updating internal help desk guides, customer support materials, training documentation, and standard operating procedures.
• Troubleshoot and resolve basic workstation, server, Microsoft 365, networking, printing, backup, and remote access issues.
• Escalate complex or unresolved technical issues to senior engineers or specialized support teams as appropriate.
• Monitor customer environments for alerts related to device health, backups, security, connectivity, and system performance, and take appropriate action to address issues.
• Support user and device administration activities, including account setup, password resets, permissions, MFA, basic Active Directory or Microsoft 365 support, device setup, software installation, patching, and basic configuration tasks.
• Follow established Standard Operating Procedures (SOPs) and security practices to protect customer systems, data, and intellectual property.
• Identify recurring issues and provide feedback to internal teams to improve support quality, processes, and service delivery.
• Maintain a foundational understanding of IT and OT environments and demonstrate a willingness to learn industrial networking and plant-floor support concepts.

Required Qualifications

• Associate’s or Bachelor’s degree in computer science, information technology, computer information systems, computer networking or other related discipline is required.
• Equivalent work experience will be considered in lieu of a degree.
• 1-2 years of experience in IT support or networking is required.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and documentation abilities.
• Intermediate proficiency with Microsoft Office Suite.
• Must have and maintain a valid driver’s license.
• Ability to travel regularly through assigned territory. Some overnight travel is required.

Preferred Qualifications

• Cisco Certified Network Associate (CCNA) certification is preferred.
• CompTIA certifications.
• Experience within MSP environment.