IDC Service Desk Engineer
IDC (IntelDeveloper Cloud) 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. Prepares team performance reports and presents in Weekly or Monthly Operation. Review Meeting with Level 1 and 3 groups. Helps newly hired employees to successfully integrate to their engineering role. Assists Service Desk manager in coordinating operational activities like resource coverage. Also provides technical support, coaching, and training (may include certification) to agents on incident resolution. Responds to escalations by working with stakeholders.
The Service Desk Engineer are aware of business developments and form partnerships with Level 1 and 3 groups to ensure operational efficiencies. The work requires deeper and potentially specialized knowledge of supported customers and their technology, products, services, or business processes. Actively pursues technical and quality improvements via innovative solutions in the Incident, Problem and Knowledge Management processes. Acts as the Knowledge Coach by defining technical solutions for new products and services or solutions to resolve identified issues with current products and services in partnership with Level 3 Engineering teams.
The ideal candidate will have the following behavioral traits:
Self-learning attitude that drives to keep up with the technology
Open to identifying, picking up ownership and developing skills in areas outside of immediate scope.
Attention to detail
Passionate in global customer engagement and collaboration with employees of different background.
Ability to deal with ambiguity and urgency.
Ability to champion improvement initiatives, work effectively as part of a global team and result driven.
Excellent communication skills and strong stakeholder management skills.
You must possess the below Minimum Qualifications to be initially considered for this position. The following preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates:
Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other related fields relevant to IT.
Intermediate to advanced English Level.
At least 6 months of experience in the following areas:
Service management processes and tools; including monitoring technologies and event management in complex IT environment.
Experience on Applications, infrastructure interdependencies, basic Linux commands and cloud services
Experience in monitoring tools such as Big Panda, New Relic, Dynatrace, Grafana, Prometheus, AlertManager