IT Support Technologist

Location Singapore
Discipline: Software Engineering
Job type: Permanent
Contact email: career@bcg-rise.com
Job ref: 275684
Published: about 2 months ago

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.

 

  1. 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.