北京招聘

Title CSC APJ L2 Support Engineer
Location Dalian or other China cities
Working hours flexible shifts (8 hour shift within 7am – 7pm China time)

Business Environment

HP GSD Customer Solution Center (CSC) provides remote technical support to HP Enterprise customers from “issue to resolution” spanning the entire HP Enterprise Group product & solution portfolio. Our vision is to provide our customers with a superior support experience that is unmatched in the industry that gives them a winning edge.

The L2 support teams within CSC assists the customers and L1 teams with deep level product support, complex problem handling, issue reproduction and work with L3 organization to identify and fix the product bugs and quality issues.

Job Responsibilities

As a L2 support engineer you will be responsible for:

Problem Solving

• Resolve complex issues elevated from L1 support
• Reproduce issues in the Labs and work with L3 support on product quality issues
• Keep customer and L1 team informed about the progress
• Participate in customer calls to explain the case progress, action plan and gain customer acceptance
• Take over the full case ownership where appropriate
• Assist with onsite support on exception basis
• Assist L3 support and division with product quality improvement/initiatives

Mentoring & Collaboration

• Mentor L1 support team to develop greater self sufficiency
• Deliver technical sharing topics to L1 teams
• Provide on the floor assistance and quick consultations
• Answer technical queries in collaborative forums
• Contribute quality articles to the knowledge base

Qualifications
Qualifications

• Bachelor's degree or Diploma a Technical/Scientific discipline
• Min 5 years of practical support experience in an Enterprise IT environment
• Should be able communicate at different levels of the customer's organization to describe the problem and resolution scenario.
• Ability to stay focused under pressure and meet tight timelines
• Systematic problem solving skills and a good team player
• Good command of spoken and written English is mandatory
• Willing to provide standby support during AOH

Advanced Technical skills in at least one of the following area:

Microsoft

• Microsoft OS
• Exchange Server
• SQL Server
• Active Directory
• Hyper-V
• Lync
• Sharepoint
• System Center - SCOM

VMware

• vSphere ESXi
• vCenter Operation Manager
• vCenter SRM
• vCloud Director

惠普（HP）公司成立于1939年，是一家业务运营遍及全球170多个国家和地区的高科技公司。我们致力于探索科技和服务如何帮助人们和企业解决其遇到的问题和挑战，并把握机遇、实现愿景、成就梦想。我们运用新的思想和理念来打造更简单、更有价值、更值得信赖的技术体验，不断帮助客户改善其生活和工作方式。

惠普（HP）是全球最大的信息科技（IT）公司之一。我们提供广泛的基础设施和商业产品，从手持设备到世界上最强大的超级计算机，一应俱全。我们为消费者提供了一系列广泛的产品和服务，从数码摄影到数码娱乐，从计算产品到家用打印。这一全面的产品组合让我们能够针对客户的特定需求，提供合适的产品、服务和解决方案。在截止至2007年10月31日的2007财年中，惠普（HP）的营业额达1043亿美元，在2007年美国财富500强中排名第14位。

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