As an Engineer – Support, you will provide ongoing managed service support to end user customers. You will be responsible for application and network infrastructure support. You will handle support cases, including troubleshooting of ethernet networking problems in accordance with Service Level Agreements (SLA).
Responsibilities:
- Provide Level 2 support for network and IT-related incidents and service requests.
- Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
- Utilize monitoring tools to identify and address performance issues proactively for the issues related to network/IT/AV support.
- Prepare and share customer reports (daily/weekly/monthly) covering incident summaries, SLA adherence, uptime, performance metrics, and ongoing improvements.
- Communicates with engineering, applications engineering, technical services, and quality assurance divisions of any problems or emerging customer needs.
- Delivers an exceptional customer service providing infrastructure support.
- Handles incoming support cases, including troubleshooting of complex audio, video, and networking problems.
- Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes to ensure positive customer experience.
- Communicates with engineering, applications engineering, technical services, and quality assurance divisions of any problems, software bugs or emerging customer needs.
- Delivers an exceptional customer service providing infrastructure support.
- Develops customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
- Takes ownership of the escalated cases from associate engineers and take it to the resolution.
Qualifications:
- Bachelor's Degree - Engineering
- Minimum 3-6 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
- Bachelor's Degree in Engineering
- 3-6 years experience supporting network and AV operations
- Experience with network routing and switching
- Experience troubleshooting Ethernet networking
- Experience supporting audio/visual (AV) systems
- Experience using network monitoring tools to identify and address performance issues
- Level 2 support experience handling incidents and service requests
- Customer-centric mindset and strong customer service 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.
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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.
