Associate Support Engineer

About the role

World Wide Technology (WWT) is seeking an Associate Support Engineer to join its 24/7 support team. You will manage incidents across multiple customer environments, ensuring rapid resolution and continuous improvement of services.

Key responsibilities

• Incident management of multiple customer environments simultaneously, adhering to Service Level Agreements.
• Identify patterns, initiate problem management, and address root causes.
• Determine software or hardware failures and process replacements of defective equipment.
• Complete standard MAC (Move, Add, Change) procedures for all managed customers.
• Escalate potential problems and client support issues to vendors per SLA contracts.
• Analyze customer environments and prepare Quarterly Business Review reports with improvement recommendations.
• Follow all documented processes and maintain accurate ticketing records.

Required profile

• Minimum 2 years experience in a NOC/Monitoring Centre managing multiple customers.
• Hands‑on experience with Windows Server (2012/R2 and newer) and VMware environments.
• Proficiency with monitoring tools and service ticketing systems, preferably Logic Monitor and ServiceNow.
• Ability to work in a fast‑paced environment, handling multiple tasks and incidents simultaneously.
• Strong communication and interpersonal skills.
• Willingness to work rotational shifts, including overnight, weekends and holidays.
• Technical certifications such as Cisco CCNA, Microsoft MCSE, or cloud certifications are a plus.

Required skills

• Windows Server (2012/R2 and newer)
• VMware
• Logic Monitor (or similar monitoring tool)
• ServiceNow (ITSM tool)
• Cisco CCNA
• Microsoft MCSE
• Cloud certifications (e.g., AWS, Azure) – preferred

What we offer

• Combined health insurance (medical, dental, vision) and employee assistance program.
• Financial benefits including competitive pay, profit sharing, life and disability insurance, and tuition reimbursement.
• Paid time off, holidays, parental leave, sick leave, and bereavement leave.
• Additional perks such as employee discount programs and wellness initiatives.