Highlights
Join a dynamic team where you can make a significant impact on our clients' experience.
Description
Job Summary
pJoin our dynamic team as an Associate Engineer – Support. This role involves managing service support for end-user customers through phone, email, and ticketing systems. You will be responsible for troubleshooting network infrastructure issues, adhering to Service Level Agreements (SLAs), and maintaining clear communication with clients.
Responsibilities
- Monitor IT infrastructure and applications using monitoring tools to identify and respond to alerts promptly.
- Handle support tickets through ticketing systems, ensuring proper documentation and resolution.
- Provide initial troubleshooting for IT-related issues including networking, audio/video, and application problems.
- Follow standard operating procedures (SOPs) to ensure consistency in service delivery.
- Evaluate and resolve issues according to defined SLAs, escalating complex cases as necessary.
- Maintain open lines of communication with users regarding issue status and resolution updates.
Required Skills
- Network troubleshooting
- IT support documentation
- Auditory and visual systems knowledge
- SOP adherence and compliance
- Customer service excellence
Required Skills Explained
- Knowledge of IT systems, networking, and applications.
- Experience with network routing and switching.
- Ability to troubleshoot audio, video, and ethernet networking problems.
- Understanding of Service Level Agreements (SLA).
- Career in customer-facing roles requiring clear communication skills.
Who is this for
pThis role is ideal for candidates with a strong background in IT systems, networking, and applications. Attention to detail, excellent communication skills, and a customer-centric approach are essential.
Why This Job is a Good Opportunity
ulliPotential for growth and development within a leading provider of business-to-business distribution services.liChallenging yet rewarding work in network support with a customer-centric focus.liOpportunities to learn from experienced professionals and contribute to a team-oriented culture.liCompetitive salary and comprehensive benefits package, including health insurance and retirement plans.liAlignment of personal career goals with the company's mission of building, connecting, powering, and protecting the world.
Interview Preparation Tips
- Review IT systems, networking, and application knowledge thoroughly.
- Prepare examples of how you have resolved complex issues in previous roles.
- Practice explaining technical concepts to non-technical individuals effectively.
- Familiarize yourself with common troubleshooting tools and techniques used in network support.
- Demonstrate a customer-centric mindset by discussing past experiences providing excellent service.
Career Growth in This Role
pAs an Associate Engineer – Support, you have the potential to grow within the organization. With continued dedication and performance, you can move up to higher levels of support roles or even transition into more specialized positions such as a Lead Engineer or Technical Manager. The company places great emphasis on internal development, offering various training programs and opportunities for advancement. By excelling in this role, you will gain valuable experience that can help you progress in your career while contributing significantly to the success of Wesco.
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Skills
Frequently Asked Questions
What qualifications are required for this role?Candidates must have a bachelor's degree in engineering and at least 1-3 years of experience supporting network and AV operations.
Is this position suitable for someone new to IT support roles?While previous experience is preferred, we are open to candidates with relevant knowledge who can demonstrate a strong learning ability.
What kind of support does the role involve?The role involves handling support tickets, troubleshooting network infrastructure issues, and providing customer service in areas like audio/video systems and basic networking.
