Technician 3, Manufacturing Equipment
3 weeks ago
Overview
Work for one of the world's largest providers of outsourced (OSAT) semiconductor packaging, design, and test services. The role focuses on IT support for end-users and incident resolution across software, applications, networks, and accounts, with Mandarin language requirements.
The position supports English-language incident tickets, triage, escalation, and SLA-compliant closure while communicating with users via email, phone, and chat. The role includes handling English calls on a global service desk hotline for Amkor locations in the United States, Europe, and the Asia Pacific.
Work Information- Monday to Friday
- 7:00 AM – 4:00 PM
- Act as the single point of contact for end-users in IT inquiries, issues, or requests.
- Record all English-language incident tickets, system alerts, and requests.
- Provide remote/onsite support across global locations with 24/7 coverage.
- Analyze incident tickets and requests, provide solutions or recommendations, and escalate as needed.
- Ensure incidents are categorized, prioritized, and closed within SLA metrics.
- Escalate to appropriate teams (application, infrastructure, Infosec) when higher-level technical analysis is required.
- Administer account management for systems such as Active Directory, SAP, MES, AMS, CIM, Agile PLM, and other manufacturing systems.
- Maintain accurate documentation and communicate resolutions to users.
- Maintain ongoing communication with users via email, phone, and chat; ensure timely updates on ticket handling.
- Other duties as assigned by a supervisor.
- Proficiency in Mandarin (written and spoken).
- 2 years of related work experience.
- Familiarity with ITIL methodologies and processes.
- Knowledge of ServiceNow or equivalent ITSM system.
- Strong presentation, technical computer skills, and incident triage abilities.
Posted 1 day ago
Additional postings include roles for Technical Support (Temp Work At Home), Technical Support Specialist (Non-voice), and related positions with varying shift and location requirements. These postings cover requirements such as: high school graduation or higher, 1 year of technical support experience in a BPO, ability to work onsite or hybrid, and English-language communication skills. Perks and benefits vary by posting and location.
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