Technical Support MIS 1 out of 2 1

About Advanced Energy

Advanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductors and industrial customers. Our precision power and control technologies, along with our applications know-how, inspire close partnerships and innovation in thin-film and industrial manufacturing. We are proud of our rich heritage, award-winning technologies, and we value the talents and contributions of all Advanced Energy's employees worldwide.

Job Summary

• PH Factory support (24x7)
• End User Support
• Onsite Physical touch support
• IT Infra maintenance support

Key Responsibilities

• Provide 24x7 technical support for hardware, software, and network-related issues across the organization and business units, including Office, Warehouse, and Production areas.
• Diagnose and resolve computer hardware and peripheral problems, including desktops, laptops, printers, and handheld devices.
• Install, configure, and maintain Microsoft applications, operating systems, and other business software.
• Monitor and maintain LAN/WAN infrastructure, including switches, routers, and access points.
• Assist in the setup and maintenance of network devices, ensuring optimal performance and security.
• Respond to and manage IT service requests and incidents via ticketing systems or direct communication.
• Collaborate with other IT support teams to ensure consistent service delivery and knowledge sharing across locations or departments.
• Act as the onsite physical point of contact during:
• Project deployments (new installations, upgrades, or expansions)
• Incident resolution requiring hands-on support or coordination
• Support users in resolving connectivity issues, printer malfunctions, and software errors.
• Coordinate with external vendors and service providers for hardware repairs, software licensing, and other technical services as needed.
• Document technical procedures, troubleshooting steps, and resolutions for future reference.
• Maintain and update the IT asset inventory, ensuring accurate tracking of hardware, software, and peripheral devices.
• Collaborate with other IT team members to implement system upgrades and improvements.
• Stay updated on emerging technologies and recommend solutions to enhance IT operations.

Maintain Key Performance Indicators (KPIs)

• Incident Response Time: Average time taken to respond to IT support tickets.
• Resolution Time: Average time to resolve hardware/software/network issues.
• First-Time Fix Rate: Percentage of issues resolved on the first attempt.
• User Satisfaction Score: Feedback rating from end-users after support interactions.
• System Uptime: Percentage of time critical systems and networks are operational.
• Asset Accuracy: Accuracy of IT asset inventory records.
• Project Support Effectiveness: Timely and successful execution of IT-related tasks during deployments and upgrades.
• Vendor Coordination Efficiency: Timeliness and effectiveness of vendor-related issue resolution.
• Documentation Quality: Completeness and clarity of technical documentation and troubleshooting guides.
• Collaboration Score: Effectiveness in working with other IT teams, measured through peer feedback or cross-team project outcomes.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Equivalent professional experience in IT support may also be considered.
• Microsoft Office Suite and other Microsoft software, O365
• LAN/WAN technologies, including Cisco switches and networking devices.
• Printer support, including Multifunction Devices (MFDs) and portable printers.
• Handheld devices (e.g., tablets, mobile scanners) and emerging tech tools.P3
• Solid understanding of computer hardware repair and troubleshooting.
• Proficient in:
• Microsoft Office Suite and other Microsoft software, O365
• LAN/WAN technologies, including Cisco switches and networking devices.
• Printer support, including Multifunction Devices (MFDs) and portable printers.
• Handheld devices (e.g., tablets, mobile scanners) and emerging tech tools.P3

Compensation

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan, we offer a strong benefits package in each of the countries in which we operate.

Equal Employment Opportunity (EEO)

Advanced Energy is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans, and Individuals with Disabilities.

We are committed to protecting and respecting your privacy. We take your privacy seriously and will only use your personal information to administer your application in accordance with the RA No. 10173, also known as the Data Privacy Act of 2012.