Job Description

Company Overview:MACOM designs and manufactures semiconductor products for Data Center, Telecommunication and Industrial and Defense applications. Headquartered in Lowell, Massachusetts, MACOM has design centers and sales offices throughout North America, Europe and Asia. MACOM is certified to the ISO9001 international quality standard and ISO14001 environmental management standard.MACOM has more than 65 years of application expertise with multiple design centers, Si, GaAs and InP fabrication, manufacturing, assembly and test, and operational facilities throughout North America, Europe, and Asia. Click here to view our facilities. In addition, MACOM offers foundry services that represents a key core competency within our business.MACOM sells and distributes products globally via a sales channel comprised of a direct field sales force, authorized sales representatives and leading industry distributors. Our sales team is trained across all of our products to give our customers insights into our entire portfolio.MACOM is an Equal Opportunity Employer committed to a diverse workforce. MACOM will not discriminate against any worker or job applicant on the basis of race, color, religion, gender, gender identity, gender expression, national origin, ancestry, age, sexual orientation, marital or civil partnership status, pregnancy, disability, genetic information, veteran status, military obligations, or membership in any other category protected under applicable law.Job Summary:

• Provide support to MACOM employees for their personal computing devices, hand held devices and office productivity software tools
• Triage and escalate issues with IT infrastructure

• Troubleshoot and resolve user desktop issues (hardware / software / access / security / business applications)
• Escalate issues to Tier 3 as needed
• Build, maintain and deploy end user system images on devices
• Manage all work in service desk ticketing system
• Provide remote support for US & International offices
• Perform all work according to defined process while keeping pace with fast business growth
• Assist in developing and documenting improvements to current processes
• Conduct one on one and small group training to end users on supported technologies
• Assist in the ordering, receiving, storage, deployment, and retirement of PC assets
• Work with third party vendors to augment the functions of Internal IT
• Travel regularly to company locations inside the country
• Travel periodically to company locations outside of the country
• Assist other remote IT teams with activities onsite

• Great interpersonal & customer service skills, and a good team player
• Ability to troubleshoot simple to moderate complexity issue
• Windows 10 troubleshooting
• Ability to use one or more PC Imaging tools such as Ghost, Acronis, SCCM, LANDesk, KACE, etc.
• Good analytical problem solving skills to isolate and resolve problems
• Experience working from a help desk management system
• Able to lift and palletize heavy equipment. (PC\'s, monitors, and printers)
• Strong verbal and written communication skills
• Ability to work independently
• Ability to mentor and train IT Service Desk staff
• Comfortable switching quickly between tasks
• Demonstrates strong work ethic
• Ability to adjust to unforeseen challenges and think independently to continue toward goal resolution
• Experience working at IT service desk or IT end-user support
• Experience working on technologies mentioned in the above section
• Bachelor\'s degree or equivalent experience
• 5+ years related to IT support experience

MACOM