北京招聘

Technical Support Engineer

Job summary:

We are looking for dynamic professionals to boost our technical Team in Beijing. The role demands strong technical hands-on skills in networking and support. 

Responsibilities:

• Troubleshoot IT issues with internal stakeholders and clients, you will be responsible for handling at first point of contact
• Effectively liaise with internal teams and third party suppliers to ensure speedy resolution of customer issue.
• Effectively communicate regular updates to customers on the status of their logged issues
• Accurately record all customer issues in the IT Service Management tool 
• Assign the preventive and planned activities to field Engineers 
• Escalating issues as per the criticality of the problem.  
• Ability to provide accurate diagnosis and suggest resolution to resolve network issues & outages ? To follow and respect procedures rigorously  
• Follow support processes (trouble ticketing, ticket updates, incident/problem management, user communications etc.) 
• Sensitive to service KPIs, service quality and customer satisfaction

Qualifications:

• Previous experience as a Service Desk Analyst and with IT Service Management / Ticketing systems
• Experience providing hardware support (Desktops, Laptops, Networks (LAN/WAN, Routers, Switches, Firewalls)
• Experience in working in a customer focused environment
• Ability to work unsupervised, to a high standard and have excellent organisational & problem-solving skills
• Have excellent communication skills both written and verbal with a friendly and professional phone manner and strong customer service focus
• Willingness to learn and focus on results
• Able to work under pressure, keep things simple, demonstrate patience and creativity and possess conflict management skills
• Demonstrate a high level of customer focus and empathy
• Strong Teamwork and communication / information sharing
• Any experience in Servers (Wintel, SQL, VMware) and Storage Technologies will be highly regarded
• Certifications such as ITIL, MCSE or MCITP, CCNA will be highly regarded

Other Skills

• Displays a positive attitude.
• Clearly articulate ideas and thoughts verbally.
• Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
• Values clients and responds to their needs as they arise.
• Establishes harmonious working relationships with team members.
• Actively applies feedback received to day-to-day work and strives to improve performance.
• Complies with all of our policies and procedures.

技术支持工程师             

             

我们正在寻找有活力的专业人士来提升我们在北京的技术团队。这个角色需要在人际关系和支持方面有很强的技术实践技能。             

主要职责：              

?解决内部相关部门和客户的IT问题，负责在***个接触点处理             

?与内部团队和第三方供应商保持有效联系，以确保快速解决客户问题。            

 ?有效地定期向客户通报记录问题的最新情况             

?在IT服务管理工具中准确记录所有客户问题             

?将预防和计划活动分配给现场工程师             

?根据问题的严重程度不断升级问题。             

?能够提供准确的诊断并提出解决网络问题和中断的建议

?严格遵守和尊重程序             

?遵循支持流程（故障通知单、通知单更新、事件/问题管理、用户通信等）              ?对服务关键绩效指标、服务质量和客户满意度敏感             

要求：             

?以前担任过服务台分析师和IT服务管理/票务系统方面的经验             

?提供硬件支持的经验（台式机、笔记本电脑、网络（LAN/WAN、路由器、交换机、防火墙）             

?在以客户为中心的环境中工作的经验             

?能够在无人监督的情况下进行高标准的工作，并具有出色的组织和解决问题的能力             

?具有良好的书面和口头沟通能力，电话态度友好专业，客户服务重点突出              ?愿意学习并注重结果             

?能够在压力下工作，保持简单，表现出耐心和创造力，并具备冲突管理技能              ?表现出高度的客户关注和同理心             

?强大的团队合作和沟通/信息共享             

?在服务器（Wintel、SQL、VMware）和存储技术方面的任何经验都将受到高度重视             

?ITIL、MCSE或MCITP、CCNA等认证将受到高度重视             

其他技能             

?表现出积极的态度。             

?清晰地口头表达想法和想法。             

?准确准备连贯、语法正确、有效且专业的书面商务信函。              

?重视客户，并在客户出现时对其需求作出回应。             

?与团队成员建立和谐的工作关系。             

?积极将收到的反馈应用到日常工作中，并努力提高绩效。             

?遵守我们的所有规章制度

宁波思凯莱数码科技有限公司，座落在浙江省宁波市江北区洪塘工业A区洪达路7号，隶属于美国STRATACACHE集团。集团在全球有20多个分公司, 专注于数字标牌领域。宁波思凯莱主要从事ARM架构下的电脑一体板的硬件设计和操作系统深度定制, 主要使用的SoC为瑞芯微和NVIDIA。

公司一直专注发展核心研发技术, 重视产品质量和客户服务。 公司在研发方面实力强大，拥有先进的技术和优秀的研发人员, 已经取得了多项专利，是全球众多大型连锁超市和银行的长期供应伙伴。

公司一直坚信人才为企业的竞争力, 一直重视人才的招募和人才的培养。我们诚邀您共同开拓更为广阔的未来。

公司地址：宁波市江北区洪塘工业A区洪达路7号(靠近牛奶集团)
上海分公司地址：上海市虹口区浦江国际金融广场
联系人: 管***
联系电话：18258765159
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