Position Overview
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 appropria...