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Associate Engineer - Support
Aelux
posted 3mon ago
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Key skills for the job
Job Description
- 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:
- Bachelors 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
Employment Type: Full Time, Permanent
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