Job Description
As an Associate Engineer – Support, you will manage service support to end user customers. You will respond to application and network infrastructure support inquiries via phone, email, and ticketing system. You will be responsible for troubleshooting of ethernet networking problems in accordance with Service Level Agreements (SLA).
Responsibilities
- Monitor IT infrastructure and applications using monitoring tools to identify and respond to alerts in a timely manner.
- Handle support tickets through ticketing tools, ensuring proper documentation, tracking, and resolution.
- Provide initial troubleshooting for issues related to IT support, audio video, basic networking, and applications.
- Follow SOP-based processes to ensure standardization and compliance with organizational guidelines.
- Ensure all responses and resolutions meet defined Service Level Agreements (SLAs).
- Escalate unresolved or complex issues to the appropriate L2/L3 teams within defined timelines.
- Maintain clear and effective communication with users regarding issue status and resolution.
- Utilize customer-facing and internal documentation such as troubleshooting guides, flowcharts, training materials, and FAQs for efficient problem resolution.
- Contribute to knowledge base updates and continuous improvement of support processes.
- Resolve issues in a timely manner using customer-facing and internal documentation on best practices.
- Delivers an exceptional level of customer service providing infrastructure support.
- Accurately prioritizes, categorizes, tracks and logs calls, tickets, incidents, etc. following client or internal tracking protocols.
- Handles support cases, including troubleshooting of audio, video, and ethernet networking problems.
- Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes.
Qualifications
- Bachelor's Degree - Engineering and g ood understanding of IT systems, networking, and applications.
- Ability to apply principles, theories, and concepts, as well as knowledge or related networking/AV disciplines
- Ability to managed MS O365, MFA and other application management at administrative level
- Possess a customer-centric mindset
- Excellent oral and written communication
- Strong troubleshooting and analytical skills.
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About The Team
At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on.
Our Company's greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive benefits and active community engagement, we create an environment where every team member has the opportunity to thrive.
Learn more about Working at Wesco here and apply online today!
Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.
Wesco International, Inc., including its subsidiaries and affiliates (Wesco) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity Employer.
Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.
This posting is for a current, active vacancy intended for immediate hire. 
