IT Engineer, Senior – Compute BU support

Job Area:

General Summary:

Mission & Strategic Context

As part of Qualcomm’s strategic initiative to expand its PC market share, the Compute BU Support engineer will play a critical role in ensuring enterprise readiness for Snapdragon computer platform. This role focuses on providing comprehensive IT support for device provisioning, testing, and stakeholder enablement across internal teams and external enterprise partners.

Key Responsibilities:

• Device Provisioning & Configuration

• Manage end-to-end provisioning of Snapdragon compute platform devices for internal and external stakeholders.
• Ensure devices are configured with enterprise-grade security, software, and connectivity standards.
• Lifecycle management, update builds/drivers for supported devices.
• Track and monitor usage compliance.

• Testing, Validation & Benchmarking

• Collaborate with the IT global team and engineering team to test hardware and software compatibility in enterprise environments.
• Infrastructure Twins support, simulate customer environments, troubleshoot customer imaging/management issues, case management with OEM, QC Engineering team.
• Collaborate with internal and external partners to promote 3rd party software ecosystem in China, enable and support Snapdragon compute platform device testing in QC labs.
• Document and escalate issues related to performance, compatibility, or user experience and collaborate with global teams to work out solutions.

• Stakeholder Support

• Provide Tier 2/3 technical support to internal users and enterprise partners on Snapdragon computer platform devices.
• Develop and maintain knowledge base articles, FAQs, and troubleshooting guides.

• Collaboration & Enablement

• Work closely with IT global compute business support, product, engineering, and business development teams to support enterprise pilot programs.
• Build trust relationships with local business partners and communicate issues, concerns and improvement on Snapdragon computer platform

• Reporting & Documentation

• Track support metrics, device deployment status, and issue resolution timelines.
• Maintain detailed documentation of provisioning processes and support workflows.

Tools & Systems

• ServiceNow for ticketing and triage.
• JIRA for issue tracking and escalation.
• Nexthink for digital experience monitoring and proactive log collection.
• PoweBI for data analysis
• Microsoft Teams for collaboration and support channels.

Qualifications:

• Bachelor’s degree in information technology, computer science, or equivalent Diploma.
• 3+ years of experience in IT support, field application engineering, or technical field support related to computer products
• Strong knowledge and troubleshooting skills across computer hardware, software, and networks
• Excellent problem-solving, communication and documentation skills.
• Ability to work cross-functionally in a fast-paced, innovative-driven environment independently
• Familiarity with MNC enterprise IT environments.
• Experience with Windows on ARM architecture is a plus
• Fluent in reading, speaking, and writing English

Preferred Skills:

• Experience supporting early-stage hardware or prototype computer devices.
• Experienced in supporting Windows OS troubleshooting and performance analysis.
• Experienced in application compatibility test and performance analysis
• Knowledge of enterprise image and deployment tools and system (e.g., Intune, SCCM)
• Experience with cloud computing and virtualization technologies especially (e.g., Azure)

Minimum Qualifications: