IT SUPPORT ADMINISTRATOR 2

MACOM (NASDAQ: MTSI) is a global leader in the design and manufacture of advanced semiconductor products across a diverse range of end markets, including Data Centers, Telecommunications, Industrial and Aerospace and Defense. We develop innovative, cutting-edge technologies and products across the spectrum of radio frequency (RF), microwave, millimeter wave, photonics and high-speed analog technologies. Our solutions support critical network infrastructure applications like artificial intelligence, high performance computing, satellite communications, radar, unmanned aerial vehicles, medical equipment, test and measurement and advanced wireless networks.

MACOM has more than 75 years of expertise in semiconductor process development, wafer fabrication, circuit design, advanced packaging, systems architecture and applications engineering. We are committed to our customers success. We partner with customers to help solve their most challenging problems by providing semiconductor solutions that are at the forefront of the highest power, highest frequency and/or highest data rates.

Leading technologies, innovative products and driven employees. Come be a part of MACOM and help advance the next generation of connectivity infrastructure!

MACOM is looking for top talent to join our global organization based in our office in Bangalore.

The IT Support Administrator will provide operational IT support for International Leaders and their teams. The successful candidate will apply practical and pragmatic IT practices and solutions across a range of IT functions. The position requires a self-motivated, hands-on, customer-service orientated individual

Key Service Desk Responsibilities

• Deliver remote IT support to users across US and international offices.
• Respond promptly to support requests and provide efficient, customer-focused assistance.
• Diagnose, troubleshoot, and resolve end-user hardware, software, and application issues remotely using a structured approach.
• Provide clear, step-by-step guidance to help users troubleshoot issues and restore normal service.
• Take ownership of assigned issues through resolution, coordinating with colleagues and specialist teams as needed.
• Maintain accurate and complete support records in Jira/Jira Service Management (JSM), including issue details, diagnostic findings, troubleshooting actions, and resolutions.
• Monitor assigned tickets, maintain up-to-date records in Jira/JSM, and provide timely progress updates to users.
• Escalate complex or unresolved issues to Tier 3 support teams and collaborate on resolution.
• Follow established Service Desk procedures and adapt support activities to changing business requirements.
• Maintain knowledge articles and support documentation in Confluence, and contribute to continuous process improvement.
  
  

Required Technical Skills

• Practical knowledge of end-user IT systems, applications, and troubleshooting methods.
• Hands-on troubleshooting experience with Windows 11, Microsoft Office 365 applications, and Microsoft Edge.
• Hands-on experience using remote support and management tools, such as TeamViewer or Remote Desktop Protocol (RDP), to access end-user systems, troubleshoot issues, and provide remote assistance.
• Solid understanding of Zoom conferencing, including end-user setup and configuration, and troubleshooting audio, video, screen-sharing, and connectivity issues.
• Experience supporting Microsoft 365 (Office 365) email services and Active Directory user accounts.
• Strong laptop hardware diagnostic and troubleshooting skills.
• Ability to configure, manage, and troubleshoot local and shared printers.
• Hands-on experience with Jira/JSM for ticket management and Confluence for knowledge documentation.
• Sound understanding of mobile device management using Microsoft Intune.
• Experience supporting Windows security updates and patch deployment through Microsoft Intune.
• Working knowledge of endpoint protection tools, including Microsoft Defender and McAfee.
• Working knowledge of disk encryption technologies, particularly BitLocker.
• Ability to provide end-user support for macOS systems.
• Ability to provide end-user support for Linux systems.
• Familiarity with business applications, including SAP and Agile.
• Familiarity with engineering applications, including SolidWorks, Silvaco, and Altium.
• Experience installing and troubleshooting Mac laptops is an added advantage.
  
  

Professional Competencies

• Strong written and verbal English communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong interpersonal and collaboration skills, with the ability to work effectively in a Service Desk environment.
• Strong analytical and problem-solving skills, with a customer-focused approach to issue resolution.
• Strong ownership and follow-through, ensuring assigned tasks are completed.
• Ability to work independently and collaboratively while maintaining consistent productivity.
• Professionalism, reliability, and accountability in carrying out assigned responsibilities.
  
  

Experience, Qualifications, And Shift Requirements

• Minimum experience required: 3 years of relevant IT support experience.
• Bachelor of Science (BSc) or diploma in Information Technology, Computer Science, or an equivalent field.
• Willingness and flexibility to work rotational shifts (including night shifts and weekends) in support of Service Desk operations.