Automation Operation Support Center Engineer

About This Role

• 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).