30+ days ago - req33824

Onsite Support Technician

IT

Other technical job categories

In a nutshell

Location

Wilton - CT, US

Team

IT

Experience

3-7 years

Degree

Bachelor

Job Category

Other technical job categories

Introduction to the job

ASML US, including its affiliates and subsidiaries, bring together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world’s leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our headquarters are in Veldhoven, Netherlands, and we have 18 office locations around the United States including main offices in Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon.

Role and responsibilities

We have an exciting opportunity for an Onsite Support Technician to join our Onsite Support Team in Wilton, CT. This is a new position to accommodate our growth in our Wilton user community. The Technician's role is to support and maintain in-house computer systems, desktops, and peripherals. This includes ordering, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workplace performance. The individual will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

DUTIES AND RESPONSIBILITIES

  • Configures, troubleshoots and supports desktops / laptops, peripherals and cell phones.
  • Provides support for Email, enterprise applications, computer provisioning, VPN and other services.
  • Follows all IT standard processes and procedures along with monitoring license compliance.
  • Provides support of 7/24 Global Support process by serving as Tier 1 / Tier 2 point of contact and owner of problem/incident.
  • Assists with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
  • Follows all IT standard processes and procedures along with monitoring license compliance.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Logs all customer requests and updates calls utilizing the designated call handling and tracking system.
  • Provides Helpdesk, Deskside and Walkup hardware and software support as needed.
  • Provides general knowledge of all Customer standard products as defined per engagement.
  • Performs other duties as assigned.

Education and experience

  • Minimum of four (4) years’ experience in similar role working experience in a technical support/helpdesk, high profile customer service environment.
  • Bachelor’s Degree in Computer Science, Business Administration or equivalent a plus.
  • IT related certifications desirable.
  • Experience in the use and support of Disk imaging, remote access and knowledge of phone system support is required.
  • Strong competence with the various tools, procedures, programming languages used to accomplish the job.
  • Strong experience in the use of IT related software and hardware, printers, and using Helpdesk software.
  • Able to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times.
  • Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
  • Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction
  • Commitment to documenting knowledge in the form of knowledge base tech notes and articles

Skills

Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve – and working together is the only way to do that. You won’t work in a silo. Instead, you’ll be part of a creative, dynamic work environment where you’ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems.
To thrive in this job, you’ll need the following skills:

  • Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner
  • Excellent written and verbal communication skills.
  • Experience with computer build out and setup; imaging, application installs and configuration, etc
  • Ability to translate, statistically analyze data, and effectively report problems through written and/or graphical formats.
  • Excellent customer service skills, with an advanced understanding of customer relationship building.
  • Ability to use MS Word, Excel, PowerPoint, and electronic e-mail systems.
  • Excellent troubleshooting skills.
  • Self-motivated team player with excellent interpersonal and communications skills.
  • Able to effectively interface with customers, vendors, and Network Services.
  • Experience with Microsoft Office Suite, Office 365 and Microsoft Windows 7 & Windows 10.

Diversity & Inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

Other information

PHYSICAL DEMANDS AND WORK ENVIRONMENT

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.
  • The employee is occasionally required to move around the campus.
  • The employee may occasionally lift and/or move up to 50pounds.
  • May require travel dependent on business needs.
  • Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • Can work under deadlines.
  • The environment generally is moderate in temperature and noise level.
  • Must be able to read and interpret data, information, and documents.
  • Can observe and respond to people and situations and interact with others encountered in the course of work.
  • Can learn and apply new information or skills.

#L1-MO1

EOE AA M/F/Veteran/Disability

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