Factory Systems Support Technician

Basic experience and understanding of IT infrastructure services
Experience in using Microsoft office products
Excellent communication skills, both written and verbal
Demonstrated strong work ethic and commitment to professional continuous development
Very much a self-starter
Experience dealing directly with end users at all levels
Clear thinker, able to perform under pressure, good attention to detail, strong team player
Experience with hands-on technical roles, i.e.: desktop support, service operations, infrastructure services, Fab Operations and application services
Able to perform shift work on a 12 hours per day shift schedule

Primary contact for first-level remote support via phone, email, or company chat application
Incident Management responsibilities including: Documenting the issue appropriately, Prioritization based on predefined business Service Level Agreements, Categorizing to reflect the proper impacted service(s), Resolve the issue as complete or escalate (to level 2 or level 3 support tiers) as needed, Follow up with customer if needed
End-to-end ownership and tracking of Incidents and Service Requests
Request fulfillment and change release duties
Monitoring of critical systems, applications, and ensuring alerts are acknowledged and/or escalated accordingly
Provide application testing and deployment support for factory automation engineers on high-availability UNIX / Linux and Windows-based server systems according to well-defined testing and deployment plans
Assist in the creation and modification documentation for continuous improvement of process, as well as the creation and improvement of troubleshooting guides or knowledge base articles.
Support Service Level Agreements (SLA’s) with IT domain teams, MFG Operations and with other Manufacturing Services organizations.
Work against SLAs (for phone calls/incidents/requests)
Work with Level 2 teams on ongoing projects and escalations
Document all issues in accordance with established procedures
Follow ITIL & GF processes

2 years of IT or equivalent experience
Past experience using service desk tools
Experience and understanding of IT infrastructure services
Working knowledge of IT service management best practice framework
Basic knowledge of Linux / Unix command line arguments
IT Help Desk or Systems Experience in a Production/Manufacturing Environment
Experience and understanding of Fab IT and Semiconductor Manufacturing IT application services