IDC Service Desk Engineer

Job Description

IDC Service Desk Engineer monitors team performance of inbound alerts and ticket queues to ensure service targets and goals are met on a day to day basis. Prepares team performance reports and presents in Weekly or Monthly Operation Review Meeting with Level 1 and 3 groups. Helps newly hired employees to successfully integrate to their engineering role. Assists Service Desk manager in coordinating operational activities like resource coverage. Also provides technical support, coaching, and training (may include certification) to agents on incident resolution. Responds to escalations by working with stakeholders.

The Service Desk Engineer are aware of business developments and form partnerships with Level 1 and 3 groups to ensure operational efficiencies. The work requires deeper and potentially specialized knowledge of supported customers and their technology, products, services, or business processes. Actively pursues technical and quality improvements via innovative solutions in the Incident, Problem and Knowledge Management processes. Acts as the Knowledge Coach by defining technical solutions for new products and services or solutions to resolve identified issues with current products and services in partnership with Level 3 Engineering teams.

Behavioural Traits Required:

• Self-learning attitude that drives to keep up with the technology.
• Can-do attitude
• Open to identifying, picking up ownership and developing skills in areas outside of immediate scope.
• Attention to detail

Qualifications

You must possess the below Minimum Qualifications to be initially considered for this position:

• Intermediate to advanced English Level.

• Bachelor's Degree in Computer Science, Information Systems, Network Engineering, or any other related fields relevant to IT.

• At least 6 months of experience in the following areas: Service management processes and tools; including monitoring technologies and event management in complex IT environment.

• Also experience on Applications, infrastructure interdependencies, basic Linux commands and cloud services

The following preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates:

• Experience in monitoring tools such as Big Panda, New Relic, Dynatrace, Grafana, Prometheus, AlertManager

• Passionate in global customer engagement and collaboration with employees of different background.

• Ability to deal with ambiguity and urgency.

• Ability to champion improvement initiatives, work effectively as part of a global team and result driven.

• Excellent communication skills and strong stakeholder management skills.

Inside this Business Group

Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here.

Working Model

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.