Network Solutions Support Technician

Werner Electric Supply Company; Appleton (WI); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Short & Long-Term Disability Insurance

Life and AD&D Insurance

401(k) Retirement Plan with company‑mГ

Job summary

Werner Electric Supply Company is seeking an IT Support specialist to deliver initial support for Werner Network Solution's and Managed Services customers across IT/OT environments. You will handle remote monitoring, ticket responses, basic troubleshooting, and documentation, collaborating with internal teams, vendors, and field resources.

The ideal candidate has 1–2 years in IT support, strong troubleshooting and communication skills, and a willingness to travel within the assigned territory;

Qualifications

• Associate's or Bachelor's degree in computer science, information technology, computer information systems, computer networking or other related discipline is required.
• 1–2 years of experience in IT support or networking is required.
• CCNA certification is preferred.
• CompTIA certifications are preferred.
• Experience within MSP environment is a plus.

Responsibilities

• Provide first-level technical support for Werner Network Solution's and Managed Services customers.
• Troubleshoot and resolve basic workstation, server, networking, and remote access issues.
• Document issues, steps, resolutions, and follow-up actions in ticketing system.
• Escalate complex issues to senior engineers or specialized teams as needed.
• Monitor environments for alerts and take appropriate actions to address issues.
• Assist with user and device administration tasks and SOPs.

Skills

Troubleshooting

Communication

Documentation

Microsoft Office

Education

Associate's or Bachelor's degree in CS/IT/CI or related discipline

Equivalent work experience considered in lieu of degree

Tools

Microsoft Office

Active Directory/Microsoft 365 support

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, highquality customer support.
• Accurately document customer issues, troubleshooting steps, resolutions, and followup 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. We're a 'Great Place to Work.'

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