Company: Micron
IT Support Technologist (woodlands)
We have a requirement for IT support role with one of our customer. Please let me know if you are interested.
Job Description & Requirements
Shift hours
Near Woodlands Industrial Park.
Our client is an US MNC in semiconductor Industry.
DELIVERABLES, MILESTONES AND TIMELINES:
Provide global Level 1 support to IT Incidents and Service Requests to minimize interruption to factories and maintain high level of customer satisfaction.
Monitor key factory metrics and respond to critical deviation to minimize impact to the factories.
Ensure that Incidents and Service Requests are resolved within SLA.
Meet the team internal KPIs such as FLRR (First Level Resolution Rate) and MTTR (Mean Time To Restore).
Facilitate Major Incident or IT ERT according to established Best Practices.
Build and improve Knowledge Base to enable timely resolution to the reported issues.
Compile and analyze Incident/Service Request metrics to find opportunities to reduce Incidents and increase First Level Resolution Rate (FLRR).
Participate in Continuous Improvement Projects (CIP) such as improving process or developing tools, software, or metrics for better efficiency.
Requirements
NTC2/ITC/Nitec or Diploma in Information Technology or Computer Science or Engineering, Electronics, or with equivalent experience
Have good communication skill (verbal and written English).
Customer oriented – strong advocate of positive customer experience.
Possess good troubleshooting skill in understanding the reported issue and finding accurate resolution from Knowledge Base.
Willing to work on 12 hours shift including night shift.