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IT Support Professionals - Helpdesk

Job Posting Date:  Sep 8, 2022
Location:  Manesar
Contract Type:  Permanent Position

Atotech, a brand within the Materials Solution Division on MKS Instruments, develops leading process and manufacturing technologies for advanced surface modification, electroless and electrolytic plating, and surface finishing. Applying a comprehensive systems-and-solutions approach, Atotech's portfolio includes chemistry, equipment, software, and services for innovative and high-technology applications. These solutions are used in a wide variety of end-markets, including datacenter, consumer electronics and communications infrastructure, as well as in numerous industrial and consumer applications such as automotive, heavy machinery, and household appliances.

With its well established innovative strength and industry-leading global TechCenter network, MKS delivers pioneering solutions through its Atotech brand - combined with unparalleled on-site support for customers worldwide. For more information about Atotech, please visit us at


Key Responsibilities: 

  • Providing first level of assistance to end user by isolating OS, and HW related issues over 
  • phone and remote tools
  • Provide first level support over message delivery system (Telephone, email)
  • Co-ordinate with different teams for escalation and call resolution.
  • Coordinate with deployed resources for tickets
  • Categorizing and prioritizing incoming incidents into priority categories
  • Update users at regular interval about the status of their issues in the event of call being 
  • escalated
  • Close the call after issues gets resolved.
  • Generate daily, weekly, and monthly report to the relevant authorities as per the reporting 
  • schedule and structure devised by Atotech
  • Analyse call statistics and review with the Atotech 
  • Create and maintain process documentation/ Knowledge base with approval from respective 
  • stakeholders
  • Respond back to end-user queries and take feedbacks 
  • Incident Closure 
  • Check Service Desk tool for open incidents, track until they are resolve
  • Update incident status to users 
  • Close Ticket on Service Desk tool − Users are updated using either one of the following
    • Web 
    • Telephone 
    • Email


Qualifications / professional experience 

  • Bachelor's degree in Computer Science, Computer Engineering, Information Technology or  relevant field. 
  • 0 – 3 Years of experience on L1 Support 
  • System knowledge for main desktop technologies (Notebooks, Mobile Devices, Workplace, Network, MS Office)
  • Good Communication Skill


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