Hardware Customer Support Analyst

Atlanta, GA

Does problem solving, influencing others, and driving transformation sound like fun? Do you want to learn more about how the product group labs operate? Join the Hardware Governance and Support team and get cross-product group exposure and experience including insight and knowledge into IT and Corporate Services processes.

Key Roles and Responsibilities / skills:

Providing 1st level support to answer customer questions related to inventory (pre-production hardware) tracking and discrepancies
Provide guidance to help customers navigate the System of Record (ServiceNow for Lab Management) and resolve problems
Ad hoc support for 2nd/3rd level operational service with troubleshooting and helping resolve application bugs escalated from user.
Work closely with global virtual teams (IT and other partners) and customers to provide technical and operational support on Incident Management.
Support user enhancement requests and early engagement activities with stakeholder for projects.
Help document and deliver training to end users.

The ideal candidate should exhibit the following behavioral traits:

Passionate about providing excellent customer service.
Strong team player, willingness to jump in and help with whatever is needed.
Detail oriented with the ability to manage multiple 'projects' and handle difficult stakeholder situations etc. with skill and good humor.
Strong analytical and logical problem-solving skills.
Good time management abilities and flexibility on multiple task assignments.
High tolerance for a dynamic work environment with rapidly changing priorities.
Ability to learn new processes and procedures quickly and train/coach others

Hardware Governance and Support (HWGS) is part of Corporate Remediation Programs (CoRP) in Intel's Product Assurance and Security (IPAS) organization. HWGS is responsible for the governance and support of the hardware lifecycle for Intel across all of the product groups. We maintain the policy and processes and design/implement improvements to mitigate risk, drive efficiency and support long-term HW initiatives that include PreProduction Hardware and Long-Term Retention.

Qualifications

Minimum qualifications:

Candidate must have ServiceNow experience.
Excellent MS Office skills (Excel, Word, and PowerPoint) will be critical in this role.
At least one years' experience in IT or equivalent system or customer support work experience

Preferred qualifications:

Product knowledge including silicon and platform configuration
Understanding and of BOM data (SPEED)
Access Governance System (AGS)
Lab Management Portal (LaMP)
Atlas
BI Reporting

Inside this Business Group

Enable amazing computing experiences with Intel Software continues to shape the way people think about computing – across CPU, GPU, and FPGA architectures. Get your hands on new technology and collaborate with some of the smartest people in the business. Our developers and software engineers work in all software layers, across multiple operating systems and platforms to enable cutting-edge solutions. Ready to solve some of the most complex software challenges? Explore an impactful and innovative career in Software.

Other Locations

US, Oregon, Hillsboro;Virtual US and Canada

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Annual Salary Range for jobs which could be performed in US, Colorado:

$55,680.00-$83,380.00

Benefits:

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, and benefit programs. Find more information about our Amazing Benefits here

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.

Intel is committed to a culture of accessibility. Intel provides accommodations to applicants and employees with disabilities.