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:
- Resolve issues in a timely manner using customer-facing and internal documentation on best practices.
- 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.
- Ensures response and resolutions meet the terms of service level agreements.
- Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes.
- Utilizes customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
Qualifications:
- Bachelor's Degree - Engineering or related discipline required; Master’s Degree preferred
- Minimum 1 year of experience supporting network and AV operations
- 1 year required delivering support in ethernet technologies and concepts
- Network routing & switching
- Ability to apply principles, theories, and concepts, as well as knowledge or related networking/AV disciplines
- Ability to managed MS O365, MFA and other application management at administrative level
- 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
- CCNA or JNCIA Certification preferred