Associate Support Engineer

Shift & Schedule Requirements

This role operates in a 24/7 environment and requires rotation across the following shifts:

• 6:30 AM – 3:00 PM EST
• 2:30 PM – 11:00 PM EST
• 10:30 PM – 7:00 AM EST
• Availability to work weekends and holidays is required

Qualifications

• At least 2 years of experience working in NOC/Monitoring Centre managing multiple customers
• Experience with Windows Server (2012/R2 and newer) and VMware environments
• Hands-on experience with monitoring tools and service ticketing systems
• Experience with Service Now an ITSM Tool
• An asset is working with Logic Monitor as a monitoring tool
• Ability to work in a fast-paced environment and manage multiple tasks/incidents simultaneously
• Strong communication and interpersonal skills
• Ability to analyze and troubleshoot complex technical issues
• Technical certifications such as Cisco CCNA, Microsoft MCSE, or cloud certifications preferred
• Proven experience in working rotational shifts including the overnight shift local time

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best.

We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

Note

This is not an all-encompassing list and should not be used as a complete description of the plan’s benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for allIf you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know.

The recruiter will work with you to understand you needs and help ensure an accessible experience throughout the interview process.

#LI-WWTCR

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe. Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)—a

collaborative ecosystem featuring state-of-the-art hardware and software—WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities. With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work

for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada. Want to work with highly motivated individuals on high-performance teams? Join WWT today!

Responsabilities

• Incident management of multiple customer environments simultaneously.
• Responding to all incidents within the Service Level Agreement.
• Identifying patterns and initiating problem management to address root causes.
• Demonstrating a sense of urgency in responding to critical incidents.
• Determining software or hardware failures and processing replacements of defective gear.
• Completing standard MAC (Move, Add, Change) procedures for all managed customers, follow documented processes.
• Escalating any potential problems and client support issues to vendors as per SLA contracts.
• Analyzing customer environments and preparing Quarterly Business Review reports, providing recommendations for continuous improvements.
• Following all documented processes.