北京招聘

Brief Description

This position provides IT support to local users in Beijing and users across APAC and the world.


Description

Websense, Inc., a global leader in integrated Web, data and email security solutions, provides Essential Information Protection? for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions help organizations block malicious code, prevent the loss of confidential information and enforce Internet use and security policies. For more information, visit www.websense.com.


Job Summary

This position provides IT support to local users and users across APAC and the world.

Essential Functions
? Analyze and resolve problems in accordance with service level agreements, escalating when necessary.
? Provide IT support for the users in APAC, utilising Salesforce.com to manage your work load.
? Provide troubleshooting and configuration support for client desktop and networking environment.
? Ensure all New Hire and Exit processes for APAC office are met on time and up to standard.
? Liaise with Global IT Support in Reading, Beijing and San Diego to implement best practices.
? 24/7 Support provided from all the three regions (APAC, EMEA and AMER combined).
? Perform root-cause analysis, doing what is necessary to prevent problems from recurring.
? Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.
? Investigate and implement ways of reducing calls to the Help Desk.
? Document procedures, corrective actions, and update knowledge base system.
? Keep peers and management informed of trends, significant problems, and unexpected delays.
? Keep customers informed of global problems, scheduled downtime, and open tickets
? Stay up-to-date with both technical and interpersonal training to ensure sharp knowledge and skill set
? Log, track, resolve, dispatch, and reroute calls via a customer management system
? Provide efficient tracking of IT Inventory
? Troubleshoot MS Office, Windows XP/7, TCP/IP, Internet utilities, and various other software applications
? Troubleshoot cell phones and various other hardware devices
? Provide support to local users and users across APAC and the world
? Perform other duties and projects as assigned


Education and Experience
? Degree in Information Systems, Computer Science or equivalent experience
? Active Directory experience
? Microsoft Exchange 2010 experience
? Microsoft System Centre Configuration (SCCM) experience
? CISCO and IP Telephony experience
? Desktop and Laptop hardware support experience
? Proficient written and verbal English
? Understanding of LAN/WAN technologies and protocols
? Two years of customer service experience in a professional industry


Soft Skills
? Professionally interact with customers at all levels in the organization, via phone, e-mail and in person
? Able to perform as a member of a team in a customer-driven, fast-paced environment
? Strong customer service and conflict resolution skills
? Remain detail-oriented and multi-task in a fast-paced environment


Preferred Skills and Background
? Understanding of LAN/WAN technologies and protocols
? Proficient written and verbal English
? Two years of customer service experience in a computer user environment preferred



If you are looking for a new opportunity with a true market leader there are few better than this. The salary and benefits package is impressive. This is a company that truly believes in rewarding their staff and offers a defined career path for all their employees. If you have the relevant experience and are seeking a new challenge, we would certainly like to hear from you.

Websense, Inc. (NASDAQ: WBSN), a global leader in integrated Web, data and email security solutions, provides Essential Information Protection(TM) for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions help organizations block malicious code, prevent the loss of confidential information and enforce Internet use and security policies. For more information, visit www.websense.com.

Websense, Inc.（纳斯达克：WBSN）是全球领先的整合Web、信息和数据安全防护解决方案提供商，总部位于美国加利福尼亚州的圣地亚哥，在北美、欧洲、中东、亚太、非洲拥有数十个分支机构。作为全球网络安全领域的领跑者，Websense曾连续三年（2004-2006）被《福布斯杂志》评为 “25 家顶尖科技公司” 之一，其安全解决方案被《财富》世界 500 强及 FTSE100 企业广为采用，为全球 5万多家企业的 4400 多万名员工提供关键信息防护。公司通过全球渠道合作伙伴网络分销其解决方案，Websense 软件和托管式安全解决方案可帮助企业拦截恶意代码、防止丢失机密信息以及实施因特网使用和安全策略。

Websense 从开发 Web 过滤解决方案起家，同时在其所有产品中，继续发展在发现和分类内容方面的核心优势，并将该优势涵盖在旗下所有产品当中。现今的Websense正在用空前的速度，将公司代入Web2.0的世界，帮助用户在享用Web应用发展成果的同时，得到充分可靠的安全保障。

Websense中国北京研发中心成立于2007年初，作为Websense全球最重要的研发基地之一，Websense北京研发中心拥有安全技术研究、软件开发、软件测试三大核心研发部门、亚洲最大的全球技术支持团队，以及包括人力资源、财会、市场、销售等在内的多部门综合管理团队，目前在职员工超过300人。

自进入中国以来，Websense以其雄厚的技术背景、强大的研发团队、高可靠性产品和解决方案以及全面到位的客户服务赢得了广泛好评和用户的一致认可。目前，Websense在国内的用户遍及公共部门、金融/银行/保险、制造、法律、科技、批发/零售、服务和教育等。了解更多公司信息请访问网站www.websense.com.