Tier 1 Engineer

At Wipfli, people count
The way you think makes you different. At Wipfli, we embrace that.
Our inclusive culture provides a space for everyone to have a voice. Our growing number of DEI resource groups celebrate diversity and champion awareness throughout Wipfli.
We're also focused on helping you achieve success with balance. From hybrid schedules and flexible time off to training programs and mental wellness initiatives, we take care of our team.
If you want to be in an environment where you can grow, feed your curiosity and make a difference, Wipfli is the place for you.
Responsibilities:

• Create lasting relationships with clients and associates built on trust and mutual respect
• Provide technical support to clients via phone, e-mail, chat, or client support portal
• Resolve incidents using established guidelines and procedures with assistance from experienced engineers as needed and escalate incidents to second-tier support or to consultants as needed
• Provide mentoring to our Tier 1 helpdesk associates.
• Document troubleshooting steps and current incident status in our case management system
• Identify, communicate, and mitigate risks identified through the support process
• Keep clients, consultants, and other interested parties informed regarding status of incidents
• Maintain and update technical notices and knowledgebase articles to enhance future support
• Passionately drive high levels of client satisfaction
• Comply with procedures outlining the confidentiality and security of client's information, infrastructure, access, and permissions
• Actively engage in community service, and personal and professional development
• Perform limited on-call duties 2-3 weeks per year

Qualification:

• Relevant Experience and Mindset
• A technical degree from any accredited 2-year technical school or bachelor's degree from an accredited college or university
• Demonstrated strong communication skills, both written and verbal
  Introductory certifications are a plus (e.g. MCSE, CCNA, Azure, Office 365, etc.)
• Requires a valid driver's license
• Ability to plan, prioritize, and organize work effectively
• Ability to work under pressure and time deadlines
• Ability to observe, think critically, and demonstrate a rational thought process and linear thinking
• Strong written and verbal skills are very important for this position

Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identify, citizenship status, veteran status, disability, or any other characteristics protected by federal, state, or local laws.
Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at [email protected]
Alyanna (Ally)
Wipfli supports equal pay for equal work and values each candidate's unique experiences and skill sets. The estimated pay range for this position is: $15 to $26. Compensation within the range is determined by a variety of factors including, but not limited to, location, individuals' skills, experience, training, licensure and certifications, business needs and applicable employment laws.
Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and Firm performance.
Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans), dental and vision coverage, opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage, a 401(k) savings plan & profit share as well as Firm matching contribution, well-being incentive, education & certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards. Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location. Wipfli offers flexibility for many positions to be performed remotely; please discuss your work preferences with your recruiter during the interview process.