5 days ago - req17457

IT - Asia Onsite Support Service Engineer - Linkou

IT

Other technical job categories

In a nutshell

Location

Linkou, Taiwan

Team

IT

Experience

3-7 years

Degree

Bachelor

Job Category

Other technical job categories

Introduction

This is a permanent position in the IT Asia regional organization. The IT Onsite support engineer is working within the IT Asia region reporting to the IT Asia Helpdesk supervisor and will work closely with the other IT Onsite support colleagues in the region.

Job Mission

Analyze and resolve problem with the aim to eliminating resources and reducing calls to the Service Desk. Conduct first and second line IT support ASML users. Your area of responsibility includes the lifecycle management of user pc/laptop, accessories, and telephony devices.

Job Description

•Problem analysis and resolution
oLog all support calls in ASML ticketing system (Service Now currently)
oAnalyze and resolve problem according to priorities, escalating when necessary
oInvestigate and implement ways of reducing calls to the Help Desk

•Communication
oFollow up open tickets and keep user information the progress

•Training
oTake the training required
oKeep up to date on technology and methods

•Request fulfillment
oPC installation, including new hire and life cycle replacement
oAccessories delivery

Education

Academic level or equivalent combination of education and experience.

Experience

•At least 5 years’ experience as end user support engineer
•Experience within a similar industry (semiconductor, aviation, railway or space) is a plus.
•Multinational working experience is strong plus

Personal skills

•Excellent problem solving skill to trouble shoot user’s issue
•Quick response to user requests
•Work under pressure
•Able to prioritize tasks at hand
•Able to build good relationship with users at all levels of the organization
•Service oriented mindset
•Good at writing technical documents and user manuals
•Good command of English

Context of the position

Core competences required

Able to communication in English to users and IT colleagues
Familiar with PC and basic knowledge of networking and business applications
Knowledge on IT best practices, such as ITIL would be a plus

Other information

Minimum travel may be required to other locations in Taiwan