SUMMARY: The primary responsibility for the Associate Engineer is the coordination of incident and service request within the RSC. The Associate Engineer will be responsible for ticket queue management within the internal platform to ensure all tickets are assigned the appropriate resource. This position will handle ad hoc dispatch request for onsite resources along with future coordination of client scheduling.
ESSENTIAL DUTIES and RESPONSIBILITIES include but are not limited to the following:
Assign new tickets to the appropriate engineering resources
Reassign tickets based on priority SLAs
Provide engineer queue management based on capacity and skillset
Provide daily MSP reports as requested by the Manager
Provide daily MSP roster as requested by the Manager
Handle overflow for incoming call queue on an as-needed basis
Create new tickets for overflow on an as-needed basis
Identify variable billing request and seek approval by the Manager
Provide daily ticket transfer communications between day shift and night shifts
Provide Customer Service when required based on service
Handle technician level service request on an as needed basis
