Senior Site IT Support Technician Job Listing at AMD in Boxborough, MA (Job ID 51290-en-us)

Description

WHAT YOU DO AT AMD CHANGES EVERYTHING

We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences – the building blocks for the data center, artificial intelligence, PCs, gaming and embedded. Underpinning our mission is the AMD culture. We push the limits of innovation to solve the world's most important challenges. We strive for execution excellence while being direct, humble, collaborative, and inclusive of diverse perspectives. 

AMD together we advance_

THE ROLE:

This full-time position is responsible for providing IT client services support to AMD's internal customers in Boxborough, MA. Main responsibilities include computer imaging, data transfer, personalization (configuration), scheduling, customer support, and inventory management.  It is anticipated that the qualified individual will be spending 80% of their time working on fulfilling requests and solving computer incidents, and 20% in supporting projects. Additional responsibilities include mobility support, working with 3rd party vendors, evaluating policy and process.

THE PERSON: 

The candidate will be performing varying degrees of problem determination, root cause analysis and resolution of desktop hardware, software problems, and support items pertaining to mobility.  The candidate will be responsible for effectively using available technical resources and providing the service within established service level agreements.

KEY RESPONSIBILITIES:     

• Perform onsite analysis, diagnosis, and resolution of complex desktop/mobility problems for end users, recommend and implement corrective solutions.
• Manage and maintain mobility queue and meet SLAs for incoming tickets. 
• Project manage software/hardware rollouts and refresh items. 
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations/mobile devices and related hardware and software to deliver required desktop service levels.
• Assess the need(s) for and implement performance upgrades to end user workstations/mobile devices, including the installation of these upgrades (for example memory).
• Provide technical guidance to other members of the team. 
• Collaborate with the global IT service desk and 3rdparty vendors to ensure efficient operation of the company's desktop/mobility environment.
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop/mobility problems.
• Perform subject matter expert duties to other support teams when needed. 
• Develop and maintain software packages and tools used for software distribution.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/mobility operations.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Interface with third-party support and equipment vendors

PREFERRED EXPERIENCE:  

• Excellent communication skills, interacting with AMD employees and contractors at any level.
• Fluency in English (oral/written) is required.
• IT Desktop Support experience.
• Experience working in a global company.
• Strong technical skills in supporting x86/x64 hardware platforms, Windows 10, Apple iOS, and Android mobile OS.
• Working knowledge of a range of diagnostic utilities and core applications, including PC diagnostics, SCCM, security endpoint protection software, MFA & VPN.
• Experience working in an Active Directory environment including SCCM (SMS).
• Experience with Mac OS X, JAMF is a plus.
• Experience working with 3rdparty vendors in both support and contract areas. 
• Knowledge navigating 3rdparty vendor applications ad websites. 
• Concentrated focus on defect reduction and quality of services.
• Excellent customer relations and customer support skills.
• Experience working in a team-oriented, global, collaborative environment.

ACADEMIC CREDENTIALS:

• Associate Degree in information technology, or related field (or equivalent experience). 
• CompTIA A+ Certification
• Recent Microsoft Certification

LOCATION: Boxborough, MA

#LI-MF2