IDC Service Desk Engineer

Job Description

• Manages incidents for numerous critical services, diagnoses and troubleshoots existing systems, solves technical queries, and provides solutions to resolve issues.
• Works to improve the reliability and performance of the services, establishes and documents standard procedures for escalation of complex unresolved issues.
• Works with system architects and software engineers to translate functional specifications and technical requirements into flexible, scalable, and manageable support systems.
• Drives continuous improvement efforts by monitoring systems, hardware, and software and keeps track of developments with the help of different tools and technologies.
• Supports customer's technology, product, service, and business processes.
• Drives technical and quality improvements across incident and knowledge management processes, and owns, measures, and monitors performance indicators (e.g. service targets, customer satisfaction, etc.).
• Facilitates systems integration testing (SIT) and user acceptance testing (UAT). Defines and performs software and hardware configuration across diverse platforms across the enterprise.

Qualifications

• You must possess the below Minimum Qualifications to be initially considered for this position.
• The following preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates:
• Minimum Qualifications: Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other related fields relevant to IT.
• Intermediate to advanced English Level.
• 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.
• Experience on Applications, infrastructure interdependencies, basic Linux commands and cloud services - AWS, Azure, Google Cloud Platform (GCP)
• Preferred Qualifications: Experience in monitoring tools such as Big Panda, Dynatrace, Grafana, Prometheus, Alert Manager.
• Experience in Kubernetes, Ubuntu, Content Delivery Network (CDN)

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.

Other Locations

MY, Kulim

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.