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As the Manager - Engineering Support, you will be responsible for direct management of the Engineering Support team. You will manage support and escalated cases, including root cause analysis of ethernet networking or AV problems. You will also be responsible for forecast of the resources and resource management.

Responsibilities:

• Ensures delivery of an exceptional level of customer service providing infrastructure support per Service Level Agreements (SLA).

• Handles escalated cases, including troubleshooting of complex audio, video, and ethernet networking problems.

• Manages a team of support engineers.

• Responsible for onboarding new projects in the operations/managed services.

• Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes to ensure positive customer experience.

• Responsible for project management and interacting with client’s stakeholders.

• Ensures team works as a positive manner to support clients.

• Develops customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.

• Takes ownership of the SLA violated cases from engineers and works with the client team to provide root cause analysis.

Qualifications:

• Bachelor's Degree - Engineering or related discipline required; Master’s Degree preferred

• Licenses/Certificates/Designations - IT industry networking certifications such as CCNP or JNCIP; ITIL, PMP, or equivalent

• Minimum 8 years of experience supporting network and AV operations.

• 8 years required delivering support in ethernet technologies/AV and networking concepts.

• Network routing & switching.

• Advance knowledge of infrastructure design.

• Ability to apply principles, theories, and concepts, as well as knowledge or related networking/AV disciplines.

• Advanced skills and knowledge and adherence to change management process.

• 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.

Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer.