北京招聘

(1)工作职责Responsibility：
Function Summary:
Responsible for on-site installation, de-installation, maintenance, troubleshooting and/or repair of desktops, notebooks, and associated peripherals. Serves as company liaison with customer on administrative and technical matters.

Principal Accountabilities:
Reviews, troubleshoots and approves operational quality desktops, notebooks, and associated peripherals.
Assists in planning and scheduling IT equipment relocations
Allocates tasks to individual installers and de-installers
Installs, maintains and optimizes desktop /notebook configurations at customer sites.
Diagnoses and resolves product performance problems.
Performs maintenance and repair services.
Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
Instructs customers on the operation and maintenance of the system
Performs troubleshooting and parts replacement, system upgrades and repairs when required.
Provides technical feedback on process issues to improve overall service delivery
Travel may be required.

Reports:
This role reports to the Field Service Manager with dotted lines to the Service Delivery Managers on the customer engagement. This role has no direct report.

Job Complexity:
In conjunction with the Service Delivery Manager plan and schedule IT equipment installations in conjunction with Customer Service Delivery Manager
Performs advanced troubleshooting techniques to address technical issues
Handle Hardware Warranty Support escalations between Customer and Dell
Identifies risks and develops solutions for Client tasks
Coordinate Hot Swap hardware deployment and return for repair
Serves as escalation and issue resolution point for onsite technicians
Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
May prepare documentation to record and track issue resolutions.
May handle several projects simultaneously
Uses independent discretion and decision making to assess and deliver technical solutions
May receive calls after normal business hours
A highly skilled specialist who contributes to the development of concepts and techniques; completes complex tasks in creative and effective ways
Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues; makes recommendations for new procedures
Acts independently to determine methods and procedures on new assignments; and can act as a facilitator and team leader

KPIs:
This role is measured by:
* Customer Experience Survey on completed project
* Punctuality
* Professionalism
* Technical Expertise
* On time delivery of reports
* Timesheet compliance
* Timely project escalations
* Internal and external project communications

(2)职位要求Qualification：
Knowledge and Skills:
Proficient in Windows-based operating environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook. Knowledge of Apple and Blackberry devices may be required.
Excellent interpersonal skills and ability to lead a collaborative team.
Excellent verbal and written communication skills with emphasis in customer service; experience handling difficult customers and conflict resolution
A+ desktop or equivalent skill set is required; MCP, MCSE, CNE or Network+ certification is preferred

Experience & Qualification:
Typically requires a minimum of 2+ years of related experience with High School diploma or equivalency or 2+ years of experience with Bachelor’s Degree.
Experience working remotely on Customer sites.

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for ？the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our？plan？to make the world a better place by 2030