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 concepts
- Network 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
Skills Required
- Bachelor's degree in Engineering or a related discipline
- At least 1 year of experience supporting network and audio/video operations
- At least 1 year of experience with Ethernet technologies and concepts
- Knowledge of network routing and switching
- Ability to apply networking and audio/video principles, theories, and concepts
- Ability to manage Microsoft 365, MFA, and other applications at an administrative level
- Strong computer skills and proficiency with Microsoft Office
- Strong oral and written communication skills
- Customer-centric mindset
- Master's degree
- CCNA or JNCIA certification
WESCO International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about WESCO International and has not been reviewed or approved by WESCO International.
-
Retirement Support — Feedback suggests the 401(k) with company match is a relative strong point and is consistently part of the package. Retirement offerings are frequently cited as a solid element within the total rewards.
-
Leave & Time Off Breadth — Feedback suggests PTO policies are favorable, including self‑managed or generous banks in some roles along with paid holidays. Paid parental leave and related time‑off options add to the perceived strength of leave benefits.
-
Flexible Benefits — Feedback suggests employees have meaningful choice through medical plan options with HSA/FSA alongside ancillary programs like EAP, discounts, and supplemental coverages. The breadth of selectable add‑ons supports tailoring benefits to individual needs.
WESCO International Insights
What We Do
At Wesco, we believe life should run smoothly. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on. Harnessing 100 years of ingenuity and expertise, we increase profitability, improve productivity and mitigate risk for approximately 150,000 customers worldwide. With nearly 1.5 million products and locations in more than 50 countries, Wesco is your partner in progress. Our company’s greatest asset is our people. From our corporate and field offices to our distribution sites, Wesco employs over 20,000 professionals around the globe. We’re committed to fostering diversity and inclusion across our workforce by embracing the unique perspectives, authenticity, and individuality our team members contribute to the company. Headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company with 2022 net sales of $21.4 billion.
