Associate Engineer – Support

About the role

Wesco is hiring for the role of Associate Engineer – Support at their technology center in Bangalore, India. This entry-level track is perfectly suited for graduating or recent freshers holding a B.E or B.Tech degree with a good understanding of IT systems, networking, and application management.

Responsibilities

• Infrastructure Monitoring: Monitor IT infrastructure and applications using monitoring tools to identify and respond to alerts in a timely manner.
• Ticket Management: Handle support tickets through ticketing tools, ensuring proper documentation, tracking, and resolution.
• Core Troubleshooting: Provide initial troubleshooting for issues related to IT support, audio/video configurations, basic ethernet networking, and applications.
• SLA Compliance: Follow SOP-based processes to ensure standardization and ensure all responses meet defined Service Level Agreements (SLAs).
• Escalation Matrix: Evaluate, identify, and replicate issues, and follow an escalation process to appropriate L2/L3 teams within defined timelines.
• Knowledge Management: Utilize and contribute to customer-facing and internal documentation such as troubleshooting guides, flowcharts, training materials, and FAQs.

Eligibility

• Academic Foundation: Bachelor’s Degree in Engineering (B.E/B.Tech) with a good understanding of IT systems, networking, and applications.
• Technical Concepts: Ability to apply principles, theories, and concepts related to networking and AV (Audio/Visual) disciplines.
• Administrative Capabilities: Ability to manage Microsoft O365, Multi-Factor Authentication (MFA), and other application management at an administrative level.
• Problem Solving: Strong troubleshooting and analytical skills, accurately prioritizing, categorizing, tracking, and logging incidents following internal protocols.

Benefits

• Best in Industry Standards compensation