Description

L2

Key responsibilities:

  • Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring high quality service and timely response
  • Manufacturing and lab tool support, including assisting with the configuration of new tool PCs and resolving networking issues, working in clean room environment when needed
  • Provide first and second level support. Support L1 technicians, including providing guidance and serving as an escalation point
  • Regularly add to knowledge base, by documenting and sharing solutions
  • Assist with additional projects outside of regular daily tasks, as directed by host and/or team leads
  • Troubleshooting all hardware and accessories issues (ie desktops, laptops, monitors, keyboard/mice, printers, mobile devices, A/V equipment)
  • Advanced Micron issued mobile phone and tablet support, utilizing Intune, Duo, and applying specific configurations of tablets and mobile devices for individual department needs
  • Troubleshooting advanced L2 level software issues, including installation issues. Be familiar with working through common errors and exit codes
  • Creating and maintaining printer queues on the printer servers, including updating printer info into the database
  • Setting up network Physical Layer and other network layer items to support tool installs
  • Troubleshooting, re/loading scan guns and sending them out for warranty work
  • Deploying desktops and laptops, monitors and other equipment and software to end users at Micron
  • Replacement and upgrade of consumer replaceable parts (ie hard drives, memory, graphic cards)
  • Troubleshooting basic network issues, activating ports, VPN connections, making basic configurations on switches
  • Active Directory administration
  • Creating static IP addresses for users and machines
  • Domain and other trust issue support on the client side

 

Role requirements:

  • Assist on a diverse range of support issues requiring ability to identify, evaluate and resolve issues
  • Team oriented - able to work in, and contribute to, cross functional teams
  • Proactive and self-motivated approach, able to work independently or with team members
  • Strong time management skills, ability to prioritize and organize a demanding workload and adapt as needed
  • Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
  • Excellent communication skills (both written and verbal). Ability to relate with users and explain technical issues in a simple manner
  • Able to learn new applications and become familiar with new hardware quickly, committed to keeping knowledge and skills up to date

 

Education and Experience:

  • 3-5 years or more providing end-user technical support preferred
  • A+ Certification preferred
  • Detailed knowledge of the following technologies:
  • Active Directory
  • Windows XP, 7, and 10
  • Knowledge of anti-virus / anti-malware programs
  • Microsoft Office suite
  • Building / imaging computers
  • Wiring / Cabling
  • Network technologies
  • Installation and support of wide range of peripherals

Education

Any Graduate