Job Description
**Job Summary** Manage a team of engineers to provide exceptional customer service, troubleshoot complex networking and AV problems, and ensure consistent customer experience. **Job Description** As a Manager - Engineering Support, you will be responsible for managing a team of support engineers, ensuring delivery of exceptional customer service, and handling escalated cases. You will also be responsible for resource management, forecasting, and onboarding new projects. **Responsibilities** • Ensures delivery of exceptional 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 operations/managed services • Evaluates, identifies, and replicates issues, following an escalation process to ensure positive customer experience • Responsible for project management and interacting with client stakeholders • Ensures team works in a positive manner to support clients • Develops customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials, and FAQs **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 • Advanced knowledge of infrastructure design • Ability to apply principles, theories, and concepts, as well as knowledge of 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 **About Wesco International, Inc.** Wesco International, Inc., including its subsidiaries and affiliates, provides equal employment opportunities to all employees and applicants for employment.