Engineer - Support

Pune, Maharashtra
Permanent
Full-time

2 months ago

Job Category: Information TechnologyJob Description: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:

Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent 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.
Handles incoming support cases, including troubleshooting of complex audio, video, and ethernet networking problems.
Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes to ensure positive customer experience.
Serves as a technical resource to other functional groups and individuals to improve service quality and user experience.
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 or related discipline required; Master's Degree preferred
Licenses/Certificates/Designations - IT industry networking certifications such as CCNP or JNCIS; or equivalent
Minimum 3 years of experience supporting network and AV operations
3 years required delivering support in ethernet technologies/AV and networking concepts
Network routing & switching
Ability to apply principles, theories, and concepts, as well as knowledge or related networking/AV disciplines
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

About the Team:At 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. Our Company's greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive and active community engagement, we create an environment where every team member has the opportunity to thrive. Learn more about Working at Wesco and apply online today!Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity Employer.Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

WESCO International

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