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 good 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.
#LM-P1
About the TeamAt 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. Skills Required
- Bachelor's degree in Engineering
- Understanding of IT systems, networking, and applications
- Ability to manage Microsoft O365 and MFA at an administrative level
- Experience troubleshooting ethernet networking problems
- Experience with ticketing and IT monitoring tools
- Ability to follow SOPs and meet SLAs
- Customer-centric mindset with excellent oral and written communication
- Strong troubleshooting and analytical skills
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.
