Automation Operation Support Center Engineer

Job Details:

Job Description:

Automation Operation Support Center Engineer is a professional who serves as the first point of contact for customers seeking technical assistance over the phone, via email, or in person. They provide support related to computer systems, hardware, or software. They respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Engineer's main responsibilities will be, but not limited to:

• Diagnose and resolve a variety of issues, including but not limited to process, software, and hardware-related problems in Intel's global factories, in a professional and timely manner.

• Follow up with customers, provide feedback and see problems through to resolution, properly escalate unresolved queries to the next level of supports.

• Utilize excellent customer service skills and exceed customers' expectations.

• Coach and help team members to enhance their proficiency on supported systems and applications, together with IFA service policies and procedures, to ensure standardized execution.

• Cultivate cross-functional relationships to drive overall service improvement and Key Performance Index (KPI) for the department.

• Proactive in identifying systemic customer issues and problems following departmental processes and procedures, while also effectively prioritizing and escalating these problems when applicable.

• Contribute to knowledge management by developing and sharing best practices for incident, problem, and change management, collaborating with partner teams as needed.

• Ensure thorough and clear documentation of all internal and customer interactions, and closure of trouble tickets.

• Provide front-line technical support on a 12-hour day and night compressed workweek schedule (to work on a 24x7 shift rotation).

Qualifications:

• Bachelor's Degree in Information Technology or related field.

• Able to work in Kulim, Kedah.

• Intermediate technical/programming knowledge, including SQL queries, Python, C, C#, and PowerShell scripting (preferred).

• Knowledge in AI and Machine Learning Development.

• Excellent verbal and listening communication skills in English as primary and Mandarin is a plus for China (PRC) site support.

• Strong passion in global customer engagement and collaboration with employees of different background.

• Solid problem solving and troubleshooting aptitudes and a customer service experience is desirable.

• Strong interpersonal skills and ability to interact professionally with a diverse group including managers subject matter experts and customers.

• Ability to quickly learn master coach or train others on new and existing technologies.

• Fundamental knowledge in client server and application database interaction.

Job Type:

College Grad

Shift:

Shift 1 (Malaysia)

Primary Location:

Malaysia, Kulim

Additional Locations:

Business group:

Intel Foundry strives to make every facet of semiconductor manufacturing state-of-the-art while delighting our customers -- from delivering cutting-edge silicon process and packaging technology leadership for the AI era, enabling our customers to design leadership products, global manufacturing scale and supply chain, through the continuous yield improvements to advanced packaging all the way to final test and assembly. We ensure our foundry customers' products receive our utmost focus in terms of service, technology enablement and capacity commitments. Employees in the Foundry Technology Manufacturing are part of a worldwide factory network that designs, develops, manufactures, and assembly/test packages the compute devices to improve the lives of every person on Earth.

Posting Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Position of Trust

N/A

Work Model for this Role

This role will require an on-site presence. * Job posting details (such as work model, location or time type) are subject to change.

*

ADDITIONAL INFORMATION: Intel is committed to Responsible Business Alliance (RBA) compliance and ethical hiring practices. We do not charge any fees during our hiring process. Candidates should never be required to pay recruitment fees, medical examination fees, or any other charges as a condition of employment. If you are asked to pay any fees during our hiring process, please report this immediately to your recruiter.