Short Description
Micron is hiring a Systems support engineer who has the Ability to be attentive to details, be accurate, be precise.Job Description
- Work in Service Desk or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
- Providing the first point of contact for support and maintenance of Mac equipment and developing procedures to ensure the whole team have the skills to support the Macs.
- Routine maintenance of equipment including cleaning and consumable replacement.
- Performing first line repairs to equipment where possible or arranging for appropriate maintenance or repair in liaison with the Local Field Support.
- Assisting the asset management team with keeping logs of equipment faults, equipment serial numbers, movement of IT equipment and software licensing information.
- Producing self-help information and user guides that enable ease of use of the systems by the user.
- Provide support services to employees with information technology issues involving Mac & Mobile devices.
- Assist users, mostly VIPâ??s with issues related to MAC & Mobile.
- Work in close collaboration with all local Field Services.
- Provide 24/7 operational support.
- Escalate any knowns issues and work with the vendors to resolve the same.
- Follow through with customer inquiries, requests, and complaints. Forward difficult and non-routine inquiries or requests to the appropriate level for resolution.
- Goal and customer service focused. During times of emergencies, outages and project planned work, be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the rollout of the system is successful.
- Perform other job-related duties as assigned.
- Excellent troubleshooting skills.
- Knowledge of Mac machines is required.
- Knowledge on Mobile devices is desirable.
- Previous experience on JAMF preferred.
- Previous desktop support experience required.
- Ability to multi-task and maintain deadlines.
- Ability to work effectively in a diverse work environment.
- Ability to be attentive to details, be accurate, be precise.
- Ability to work in a team environment; work independently or with little supervision
- Ability to reason/analyze.
- Ability to maintain confidentiality, demonstrate patience, understanding.
- Acquire job skills and learn company policies and procedures to complete routine tasks.
- Basic office equipment and Microsoft Office.
- Strong communication and interpersonal skills required to understand troubleshoot and calm problem situations.
- Flexible with working in different time zones.
- Typically, 3 to 5 years of hands-on experience in IT environment supporting Mac devices
- Experienced in working with teams from multiple time-zones, multi-national interaction
- Experienced in trouble-shooting multiple operating systems versions
- Experience with various client PC hardware and accessories (wireless devices, docking stations, Bluetooth technologies, etc.)
- Able to support individuals using different communication methods (phone, email, instant messaging)
- The manager is consulted for decisions.
- Typically has no direct reports.
- Typically has no total staff.
- Typically has a global geographic focus.
- Typically does not manage a budget.
- Business Travel and Physical Demands
Systems support engineer