IT Infrastructure Engineer

ASML US brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world's leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our headquarters are in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon. This position will primarily support the N. Phoenix office, Phoenix Training Center and Chandler office.

The technician's role is to support and maintain organizational computer systems, laptops, desktops, and peripherals. This includes ordering, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workplace performance. The technician will troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

Configure, troubleshoot and support desktops/laptops, peripherals and mobile phones. Provides support for Email, MS Office, enterprise applications, computer provisioning, VPN and other services. Follows all IT standard processes and procedures along with monitoring license compliance. Provides support of 7/24 Global Support process by serving as Tier 1/Tier 2 point of contact and owner of problem/incident.

Role and responsibilities

• Able to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times

• Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues.

• Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction.

• Commitment to documenting knowledge in the form of knowledge base tech notes and articles.

• Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner.

• Assists with the installation, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, and software within established standards and guidelines.

• Follows all IT standard processes and procedures along with monitoring license compliance.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Logs all customer requests and updates calls utilizing the designated call handling and tracking system.

• Provides Helpdesk, Deskside and Walkup hardware and software support as needed.

• Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident.

• Provides general knowledge of all Customer standard products as defined per engagement.

• Participates in Support meetings for process and computing support improvement.

• Other duties as assigned.

• Job description subject to change at any time.

Education and experience

• High School diploma, Bachelor's degree or equivalent experience.

• Bachelor's degree with two years relevant experience.

• Microsoft/A+ or Networking+ Certification a plus.

• Proficiency in network communications, MS Office, O365 and Windows.

• Minimum 3 years of experience in a technical support/helpdesk, high profile customer service environment.

• Experience in the use and support of imaging, remote access and knowledge of phone system support is required.

• Strong experience in the use of IT related software and hardware, printers, and using Helpdesk software.

• Strong knowledge and experience with computers and Windows operating systems.

• Experience with computer build out and setup; imaging, application installs and configuration.

• Must possess a strong customer-centered philosophy.

• A solid understanding of PC compatible hardware.

• Excellent written and verbal communication skills.

• Experience in diagnosing problems with computer hardware and software with the ability to apply solutions to the problems.

Skills

Working at the cutting edge of tech, you'll always have new challenges and new problems to solve - and working together is the only way to do that. You won't work in a silo. Instead, you'll be part of a creative, dynamic work environment where you'll collaborate with supportive colleagues. There is always space for creative and unique points of view. You'll have the flexibility and trust to choose how best to tackle tasks and solve problems.

To thrive in this job, you'll need the following skills:

• Can observe and respond to people and situations and interact with others encountered in the course of work.

• Can learn and apply new information or skills.

• Must be able to read and interpret data, information, and documents.

• Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.

• Ability to complete assignments with attention to detail and high degree of accuracy.

• Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.

• Result driven-demonstrate ownership and accountability.

• Identifies bottlenecks and drives improvements.

• Work independently or as part of a team and follow through on assignments with minimal supervision.

• Demonstrate open, clear, concise and professional communication.

• Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.

• Work according to a strict set of procedures within the provided timelines.

Pay scales are determined by role, level, location and alignment with market data. Individual pay is determined through interviews and an assessment of several factors that that are unique to each candidate, including but not limited to job-related skills, relevant education and experience, certifications, abilities of the candidate and pay relative to other team members.

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

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ASML provides reasonable accommodations to applicants for ASML employment and ASML employees with disabilities. An accommodation is a change in work rules, facilities, or conditions which enable an individual with a disability to apply for a job, perform the essential functions of a job, and/or enjoy equal access to the benefits and privileges of employment. If you are in need of an accommodation to complete an application, participate in an interview, or otherwise participate in the employee pre-selection process, please send an email to USHR_Accommodation@asml.com to initiate the company's reasonable accommodation process.

Please note: This email address is solely intended to provide a method for applicants to initiate ASML's process to request accommodation(s). Any recruitment questions should be directed to the designated Talent Acquisition member for the position.