Technical Specialist - Enterprise Cantonese Speaking (TSG)-PRO00009243

Description

Technical Specialists are engineering experts who provide second level support to internal stakeholders and 3rd party engineers with regard to the company products. They interact with customers to resolve complex issues and provide advice on architectural design, functionality and integration aspects. The role leverages innovative technologies to ensure global consistency of support tasks

Responsibility:

· Engineering expert on the company products.

· Interface with product support groups and development groups.

· Perform customer site break fix activities remotely (or dispatch to site when required) and full time on-site, using global consistent methodologies and tools.

· Fulfil Solutions VAS Statement of Work (SOW) agreements with customers.

· Provide support for alpha and beta programmes.

· Provide second level support for problem resolution, including reproduction of customer issues.

· Act as experts in their areas to provide high quality advice about the products assigned to internal stakeholders and 3rd party engineers.

· Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing.

· Maintain site documentation.

· Provide feedback to GPSS/Development teams.

· Provide technical training to both front line support teams and 3rd party engineers.

· Escalate major, elusive or recurrent issues that affect customer satisfaction.

· Support pre-sales teams in the provision of demonstrations and architectural design.

· May work as part of the project implementation team to integrate The company products at customer site.

· May deliver technology training to customers.

Scope and Impact:

· Subject Matter Expert on several complex products, and with knowledge about all products within his area.

· Usually serving a high number of countries.

· May manage low to medium complexity projects.

· Low level of supervision needed.

· No budget or staff responsibilities.

Relationship:

Technical Specialists build relationship networks within customer IT departments to ensure they work together with experts within customer organisation to ensure optimal and fast issue resolution. They also interact with TAMs and 3rd party engineers to ensure product specialisation and to provide feedback on product ability to be supported. Liaise with Solutions staff and TAMs to provide advice on architectural design and integration.

At The company , we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, intellectual property and scientific, healthcare, and media markets, powered by the world's most trusted news organization.

Qualifications

Education:

Bachelors Degree in information technology or equivalent experience in computers, networking and related technologies like IT security, web technologies, project management etc. The company product certifications and industry standard technology certifications on operating systems, networking etc or equivalent experience is required.

Required Skills:

· Expert level knowledge of assigned The company technologies and products.

· Expert knowledge in key areas including operating systems, networking technologies, security standards.

· Experience with remote access tools and methods.

· Strong problem management, troubleshooting and analytical skills.

· Ability to work with virtual teams to successfully deliver projects or resolutions to escalations.

· Good understanding of project management principles.

· Basic/Medium level knowledge of financial markets.

· Excellent knowledge of The company ' internal systems and processes.

· Ability to communicate effectively with various internal and external teams.

· Logical thinker/problem solver who is self motivated and a strong contributor within a team.

· Proficient in Cantonese & English and designated languages of team / area supported.

· Thorough knowledge of The company Technical Policies and TONs.

· Independent worker with excellent time management and escalation skills.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. The company is an Equal Employment Opportunity/Affirmative Action Employer.