As a Field Service Technician at Micron Technology, you will successfully classify customer-reported problems through the accurate use of sub-resolution, system, and keywords. You will then meet specified timelines according to case priority. You will identify and monitor recurring problems in order to document and/or report them to the Engineering group for resolution. You will also contribute to establishing and maintaining a compliant desktop environment by repairing and providing preventative maintenance of personal computers and related systems.
Responsibilities
1. Meet timelines according to priority
Priority 1 – contact customer immediately, begin working on problem as soon as possible.
Priority 2 – contact customer within 1 hour, begin working on problem within 2 hours.
Priority 3 – contact customer within 12 hours, begin working on problem within 24 hours.
2. Ensure customers and co-workers are kept abreast on the incident status by providing detailed daily incident documentation.
3. Update and refer to the Worldwide Knowledgebase and the Field Services Best Practice Library. Read technical articles and entries about common fixes/bugs to stay current.
4. Support uptime targets, warranted by Security Operations, by properly classifying workstations by Managed Level, PC Type, Windows patch level, and up-to-date anti-virus system.
5. Perform all installations, upgrades, and backups of software and hardware applications.
6. Troubleshoot software and hardware failures, and identify network problems when they relate to PCs.
7. Provide high-level customer service.
Requirement
- Nitec/Higher Nitec or Diploma in Information Technology or Computer Science or Engineering, Electronics, or with equivalent experience
- Fresh Graduate are welcome to apply
- 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.
