IDC (Intel Developer Cloud) Service Desk Engineer

at  Intel

JOB DESCRIPTION

IDC Service Desk Engineer monitors team performance of inbound alerts and ticket queues to ensure service targets and goals are met on a day to day basis.

Main responsibilities:

• Manages and monitor incidents for numerous critical services, diagnoses and troubleshoots existing systems, solves technical queries, and provides solutions to resolve issues.
• Works to improve the reliability and performance of the services, establishes and documents standard procedures for escalation of complex unresolved issues.
• Works with system architects and software engineers to translate functional specifications and technical requirements into flexible, scalable, and manageable support systems.
• Drives continuous improvement efforts by monitoring systems, hardware, and software and keeps track of developments with the help of different tools and technologies. Supports customer’s technology, product, service, and business processes.
• Drives technical and quality improvements across incident and knowledge management processes, and owns, measures, and monitors performance indicators (e.g. service targets, customer satisfaction, etc.).

QUALIFICATIONS

You must possess the below Minimum Qualifications to be initially considered for this position. The following preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.
Minimum Qualifications:
Bachelor’s Degree in Computer Science, Information Systems, Engineering, or any other related fields relevant to IT.
Intermediate to advanced English Level.

At least 6 months of experience in the following areas:

• Service management processes and tools; including monitoring technologies and event management in complex IT environment.
• Experience on Applications, infrastructure interdependencies, basic Linux commands and cloud services - AWS, Azure, Google Cloud Platform (GCP)

Preferred Qualifications:
Experience in monitoring tools such as Big Panda, Dynatrace, Grafana, Prometheus, AlertManager
Experience in Kubernetes, Ubuntu, Content Delivery Network (CDN)

• Manages and monitor incidents for numerous critical services, diagnoses and troubleshoots existing systems, solves technical queries, and provides solutions to resolve issues.
• Works to improve the reliability and performance of the services, establishes and documents standard procedures for escalation of complex unresolved issues.
• Works with system architects and software engineers to translate functional specifications and technical requirements into flexible, scalable, and manageable support systems.
• Drives continuous improvement efforts by monitoring systems, hardware, and software and keeps track of developments with the help of different tools and technologies. Supports customer’s technology, product, service, and business processes.
• Drives technical and quality improvements across incident and knowledge management processes, and owns, measures, and monitors performance indicators (e.g. service targets, customer satisfaction, etc.)