Infrastructure and Security Solutions Specialist

2 weeks ago

Hillsboro, United States ASML US, LLC Full time

Position Overview:

As an Infrastructure and Security Solutions Specialist, you will serve as a pivotal resource for the Customer Support organization and the application user community. Your expertise will be essential when existing knowledge bases and key users are unable to provide the necessary support.

Key Responsibilities:

  • Act as the primary liaison for the IAS work stream across multiple local sites, ensuring readiness for new site implementations.
  • Facilitate the realization of critical requirements related to infrastructure and data management.
  • Provide expert answers to inquiries from Customer Support engineers.
  • Diagnose, prioritize, and resolve issues or escalate them as needed.
  • Maintain ongoing communication with Customer Support engineers to confirm issue resolution.
  • Collaborate with application specialists, business application owners, and service providers.
  • Manage call progress through our dedicated call management system.
  • Engage with Customer Support engineers via various communication channels.
  • Support the deployment of new or modified applications.
  • Foster strong working relationships with Customer Support engineers, particularly within your region.
  • Conduct training sessions for key users.
  • Perform functional maintenance tasks as required.
  • Document internal processes and operational guidelines.
  • Participate in emergency response duties as part of the team.
  • Travel as necessary for training and collaboration purposes, up to 25% of the time.

Additional Responsibilities:

  • Gather and articulate Customer Support requirements that inform project roadmaps.
  • Coordinate with local offices and management for beta testing initiatives.
  • Test and implement enhancements to existing systems.
  • Contribute to projects that develop new functionalities or modify existing ones, ensuring seamless integration with user needs.

Qualifications:

A bachelor’s degree in an engineering discipline or equivalent experience is required. Candidates should possess strong analytical troubleshooting skills and a minimum of three years of experience in an application support role within an international context, ideally in a high-tech industry.

Personal Attributes:

  • In-depth understanding of IT infrastructure components.
  • Exceptional communication skills in English, both written and verbal.
  • Proactive, analytical, and a collaborative team player.
  • Customer-centric with a focus on service and results.
  • Able to manage a wide range of technical topics effectively.
  • Capable of transitioning from immediate problem-solving to strategic oversight.
  • Committed to continuous improvement and innovation.
  • Skilled in influencing and persuading others without direct authority.
  • Adept at creating clear requirement specifications and documentation.
  • Quick to acquire knowledge of business information systems.
  • Proficient in building strong professional networks.
  • Culturally aware and adaptable.
  • Willingness to travel, both domestically and internationally, as required.
  • Flexible in work hours to ensure global support coverage.

Context:

The Customer Support sector is dedicated to the maintenance, repair, and continuous enhancement of systems at customer locations, ensuring that clients are well-supported in their operational processes.

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