Network Solutions Support Technician

Werner; Appleton (WI); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

401(k) match

Medical insurance

Paid holidays and vacation

Career development & training

Job summary

Werner Network Solutions is seeking a capable IT support specialist to provide first-level technical support for customer IT and OT environments. You will handle remote monitoring, ticket responses, and basic troubleshooting while documenting steps and resolutions for ongoing improvement.

The role involves collaboration with customers, vendors, and field resources, with opportunities to learn industrial networking concepts and grow within a people-focused, flexible culture in Wisconsin.

Qualifications

• Associate’s or Bachelor’s degree in a computing discipline is required or equivalent work experience.
• 1-2 years of IT support or networking experience is expected.
• Excellent troubleshooting and documentation skills with clear communication.

Responsibilities

• Respond to customer support requests via phone, email, and ticketing; set expectations and provide status updates.
• Use managed service tools and remote monitoring platforms to deliver quality support.
• Document issues, steps taken, resolutions, and follow-up actions in the ticketing system.
• Maintain support records, device inventories, and service-related documents.
• Assist with creating internal guides, training materials, and SOPs.
• Troubleshoot basic workstation, server, Microsoft 365, networking, backup, and remote access issues.
• Escalate complex issues to senior engineers or specialized teams.
• Monitor environments for alerts and take action on device health, backups, connectivity, and performance.
• Administer user accounts, passwords, permissions, MFA, and basic AD/365 tasks.

Skills

Troubleshooting

Communication

Documentation

Driving license

Team collaboration

Education

Associate’s or Bachelor’s degree in computer science, information technology, computer information systems, computer networking or related discipline

Tools

Microsoft Office Suite

Job description

Be Yourself. Build Your Career. Be Exceptional Together.

At Werner, we’re more than an electrical distributor — we’re a community that empowers people to grow, innovate, and truly make a difference. Our culture celebrates individuality, encourages creativity, and values each person’s voice; creating a space where you can be yourself, connect with others, and build a meaningful career. We believe in balance and flexibility, so you can thrive both professionally and personally. Together, we can make an impact and build something exceptional for our customers, families, communities, and each other.

Job Summary

Responsible for providing first-level technical support for Werner Network Solution’s and Managed Services customers. This role 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. The desired candidate will work closely with internal teams, customers, vendors, and field resources to ensure support requests are handled promptly, professionally, and accurately.

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

Company Overview

Founded in 1948, Werner has grown from a small appliance store in downtown Neenah, WI into an award-winning employer and leading electrical distributor with 12 branch locations in Wisconsin and Upper-Michigan. Headquartered in Appleton, WI, we provide electrical, lighting, network, process, and inventory management solutions for a diverse group of industrial and construction customers. We are a growing, privately‑held company with over 450 employees who uphold a family culture built around exceptional customer service. As a recent New North Workplace Excellence Award winner, we’re dedicated to the continuous improvement of our people, products, and services to ensure the long‑term success of our employees and customers.

Employee Benefits

• Medical, Dental, and Vision Insurance
• Short & Long-Term Disability Insurance
• Life and AD&D Insurance
• 401(k) Retirement Plan with company match
• Paid holidays, vacation, personal, and sick days
• Pet Insurance
• Identity Theft Protection
• Accident Insurance & Critical Illness Coverage
• Tuition Reimbursement
• Annual bonuses and merit increases based on performance
• Employee Assistance Program (EAP)
• Wellness Programs
• Employee Resource Groups (ERG)
• Career Development & Leadership Training
• Paid Parental Leave

Werner Electric Supply is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.