Job Description

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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