Associate Engineer - Support

Wesco; Pasay; On-site; PHP 300,000 - 420,000; Full time

Job summary

Wesco is seeking an Associate Engineer – Support to manage service support for end users. You will respond to inquiries via phone, email, and ticketing system, and troubleshoot ethernet networking problems under SLA.

Responsibilities include resolving issues, collaborating with engineering and QA, and ensuring timely response and logkeeping. A bachelor's degree in engineering is required, with 1 year of networking/AV support experience.

Qualifications

• Bachelor's Degree in Engineering or related discipline required; Master’s Degree preferred.
• Minimum 1 year of experience supporting network and AV operations.
• CCNA or JNCIA Certification preferred.

Responsibilities

• Resolve issues in a timely manner using customer-facing and internal documentation on best practices.
• Troubleshoot flowcharts, training materials and FAQs to ensure consistent customer experience.
• Communicate with engineering, applications engineering, technical services, and quality assurance divisions of any problems, software bugs or emerging customer needs.
• 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.
• Ensures response and resolutions meet the terms of service level agreements.
• Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes.
• Utilizes customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.

Skills

Customer-centric mindset

Excellent communication

MS Office proficiency

Problem solving

Education

Bachelor's Degree in Engineering

Master’s Degree preferred

Tools

MS O365

Networking basics

AV troubleshooting

Job description

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).

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

• Resolve issues in a timely manner using customer-facing and internal documentation on best practices.
• Troubleshoot flowcharts, training materials and FAQs to ensure consistent customer experience.
• Communicate with engineering, applications engineering, technical services, and quality assurance divisions of any problems, software bugs or emerging customer needs.
• 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.
• Ensures response and resolutions meet the terms of service level agreements.
• Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes.
• Utilizes customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.

Qualifications

• Bachelor's Degree - Engineering or related discipline required; Master’s Degree preferred
• Minimum 1 year of experience supporting network and AV operations
• 1 year required delivering support in ethernet technologies and conceptsNetwork routing & switching
• 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
• Possess strong computer skills, including proficiency with Microsoft Office Outlook, Word, Excel, and PowerPoint
• Excellent oral and written communication
• Interact with individuals to provide needed information
• Timely response to client and internal peers
• CCNA or JNCIA Certification preferred

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.

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.