Systems support engineer

Short Description

Micron is hiring a Systems support engineer who has the Ability to be attentive to details, be accurate, be precise.

Job Description

Job Overview
Micron Technology is aiming to implement an advanced Mac environment ecosystem for its most valuable global employees. As an Enterprise Mac Systems Support Engineer, you will be part of a new Team formed to provide support for Mac devices.

Enterprise Mac Systems Support Engineer provides day-to-day technical support for installation, configuration, restrictions, deployment of Mac products, and applications that are managed via Enterprise MDM/JAMF products. Demonstrates expertise as a Mac administrator. Demonstrates good knowledge of MacOS and iOS features and capabilities. Responsible for working with peers and IT management on the analysis of issues and root cause analysis while providing management updates. Provides on-call support as necessary for infrastructure and enterprise-wide mobility issues. Perform other duties as assigned including special projects, reports, presentations in team meetings, and completion of management reports. Perform other duties as assigned.

This position is responsible for providing an elevated level of support for MAC users. Address any service interruption and take steps to re-initiate service or properly escalate for resolution. It may be in a call center/Service Desk or at a local work location. Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

Work and tasks are often straightforward, routine, structured and guided by established policies and procedures. Some independent judgment is required, including making basic choices in the selection and application of established methods. Decisions can have minimal or no impact. Errors can be readily detected, usually by the employee, and, if made, would result in minor expense for correction.

Key Responsibilities
  • 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 VIP‚??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.

Skills & Competencies
  • 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.

Work Experience
  • 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)

Job-Specific Authority and Scope
  • 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
Mid-Senior-level Information Technology | Technology | Information Full-time Engineering | Information Technology | Other Senior Security Specialist | Senior Software Engineer
Micron Technology is a world leader in innovative memory solutions that transform how the world uses Information. Through our global brands ‚?? Micron, Crucial and Ballistix ‚?? we offer the industry‚??s broadest portfolio, and are the only company that manufactures today‚??s major memory and storage technologies: DRAM, NAND, NOR, and 3D XPoint‚?Ę memory