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.
- 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.
Qualifications:
- Good understanding of IT systems, networking, and applications.
- Bachelor's Degree - Engineering
- Minimum 1- 3 years of experience supporting network and AV operations
- Network routing & switching
- Ability to apply principles, theories, and concepts, as well as knowledge or related networking/AV disciplines
- Possess a customer-centric mindset
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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
- Good understanding of IT systems, networking, and applications
- Bachelor's Degree - Engineering
- Minimum 1-3 years of experience supporting network and AV operations
- Network routing & switching
- Ability to apply networking/AV principles, theories, and concepts
- Customer-centric mindset
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.
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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.
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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.
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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.
