Intel - San Jose, CA
posted 3 days ago
- Entry Level
San Jose, CA
Computer and Electronic Product Manufacturing
About the position
IDC Service Desk Engineer monitors team performance of inbound alerts and ticket queues to ensure service targets and goals are met on a day to day basis.
Responsibilities
- Manages and monitors 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.).
- Manage and facilitate Major incidents within the service, conducting post incident reviews and root cause analysis via problem management.
Requirements
- Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other related fields relevant to IT.
- Intermediate to advanced English Level
- 2+ years of experience in service management processes and tools; including monitoring technologies and event management in complex IT environment.
- Experience in crisis management and project management
- Experience on Applications, infrastructure interdependencies, Linux commands and cloud services - AWS, Azure, Google Cloud Platform (GCP)
- Experience in Managing or involved in operations.
Nice-to-haves
- Experience in monitoring tools such as Big Panda, Dynatrace, Grafana, Prometheus, AlertManager
- Experience in Kubernetes, Ubuntu, Content Delivery Network (CDN)
Benefits
- Competitive pay
- Stock options
- Bonuses
- Health benefits
- Retirement plans
- Vacation
