Level 2/3 Escalations Engineer-Duluth

Type of Employment: Full Time

Location: Duluth, MN

Level 2/3 IT Escalations Engineer: Are you a problem solver? Do you like to be challenged and think on your feet? In this position, you will provide IT support for our clients, bringing them success, on a daily basis. You will be our front line, go to people for IT problem solving, customer support.  In this position, we search for quick thinkers, positivity, and problem solving qualities. Think you are up for the challenge? Then join our CW Team.

Salary and Benefits: CW Technology takes care of their employees; we offer a competitive pay and benefit package.

Company Overview:  For over 30 years, CW Technology has been delivering enterprise-quality IT management services that ensure our clients’ success. We provide services to small and medium sized businesses throughout Minnesota and Wisconsin.

Duties and Responsibilities:

  • Provide Tier I/II direct support to clients on a broad array of technologies including workstations, servers, and LAN/WAN network components
  • Troubleshoot and resolve complex PC, server, and network issues and support Microsoft core operating systems and business applications
  • Answer support phone calls on a daily basis
  • Record progress and resolutions on client requests for service
  • Work collaboratively with peers to provide quick response, diagnosis, and resolution of client issues
  • Help provide mentoring and training to team members and serve as an escalation point for resolving client technical issues
  • Communicate effectively with clients on the status of tickets and resolutions
  • Create documentation for our Knowledge Base and Client Portal
  • Assist with special projects as assigned
  • Requires occasional evening and/or weekend work for both scheduled and on-call work
  • Occasional onsite work at client locations as required

Education, Skills and Experience:

  • Driven by a passion for providing World-Class Customer Service
  • Strong commitment to creating success for clients, co-workers and self
  • Able to thrive in a dynamic, fast paced environment where constant multitasking is the norm
  • Process driven with high attention to detail and excellent follow through skills
  • Exceptional troubleshooting skills and an aptitude for finding creative alternative solutions
  • Confident phone presence and exceptional customer service skills are a must
  • Excellent communication skills and the ability to explain complex technical solutions to clients and to co-workers
  • Good judgment, technical common sense, and solid problem solving skills
  • Strong work ethic with a desire to learn, grow, and develop new skills
  • 3 to 5 years of IT support experience
  • Associate or Bachelor’s degree or equivalent real world experience
  • Current technical certifications a plus
  • Proficiency with a broad array of technologies such as: Microsoft Windows Server 2003/2008/2012, Active Directory, HyperV, VMWare, Exchange Server, Office 365, Remote Desktop Services, and LAN/WAN networking technologies
  • Proficiency in troubleshooting and configuring network firewalls and switches, such as SonicWall, WatchGuard, HP, and Cisco


Contact Information:

Nicole Dupay        Email: NDupay@CWTechnology.com             Phone: 855.728.7130 X 7114