Associate Engineer – Support: Networking & AV Helpdesk

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

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.