(Sr) Global Technical Support Engineer —某全球top 10.的IT企业招聘
成都拓能特管理咨询有限公司
- 公司规模：少于50人
- 公司性质：民营公司
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2012-11-13
- 工作地点：上海
- 招聘人数：若干
- 工作经验：二年以上
- 学历要求：大专
- 职位类别：技术支持/维护工程师 Helpdesk 技术支持
职位描述
(Sr) Global Technical Support Engineer —某全球top 10.的IT企业招聘）
GENERAL SUMMARY
Support team is looking for a (senior) support engineer to resolve standard to highly complex systems level issues for global customers. This position will require solid technical skills, excellent customer communication skills in order to provide a high level of remote support experience to our customers.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues;
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues. Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills.
Identifies and interprets interoperability and support matrixes; identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments.
Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. may be asked to participate in virtual team training and product knowledge sharing meetings.
As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites.
Escalates to senior resource or to engineering all necessary analysis to open engineering defect investigation.
Trains and mentors less experienced team members in working technical issues through to resolution
Help to manage the day to day workings of the business including the monitoring of work flow and metrics for the team.
Help drive Support projects as assigned by management.
Performs other duties as assigned.
SKILLS
Familiar with at least one of the following Operating Systems (windows, HP-UX, AIX, Solaris, Linux and VMware)
Familiar with Cisco products, and with network trouble shooting skills; certificate (CCNA,CCIE, etc...) is a strong plus
Familiar with one of storage product from the following vendors (IBM, HP, Netapp) is a plus
Education Required: Bachelors (or equivalent experience)
Experience Required: 3+ Years
Others: Travel may be required.
Language Skills: English fluent
Candidate must demonstrate excellent customer service skills, including organizational, interpersonal communication, and presentation skills.
May be required to change work patterns as business dictates.
GENERAL SUMMARY
Support team is looking for a (senior) support engineer to resolve standard to highly complex systems level issues for global customers. This position will require solid technical skills, excellent customer communication skills in order to provide a high level of remote support experience to our customers.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues;
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues. Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills.
Identifies and interprets interoperability and support matrixes; identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments.
Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. may be asked to participate in virtual team training and product knowledge sharing meetings.
As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites.
Escalates to senior resource or to engineering all necessary analysis to open engineering defect investigation.
Trains and mentors less experienced team members in working technical issues through to resolution
Help to manage the day to day workings of the business including the monitoring of work flow and metrics for the team.
Help drive Support projects as assigned by management.
Performs other duties as assigned.
SKILLS
Familiar with at least one of the following Operating Systems (windows, HP-UX, AIX, Solaris, Linux and VMware)
Familiar with Cisco products, and with network trouble shooting skills; certificate (CCNA,CCIE, etc...) is a strong plus
Familiar with one of storage product from the following vendors (IBM, HP, Netapp) is a plus
Education Required: Bachelors (or equivalent experience)
Experience Required: 3+ Years
Others: Travel may be required.
Language Skills: English fluent
Candidate must demonstrate excellent customer service skills, including organizational, interpersonal communication, and presentation skills.
May be required to change work patterns as business dictates.
公司介绍
拓能特管理咨询是一家位于成都、面向全国的专业猎头公司。公司严格遵循国际惯例及市场规则操作业务，信誉和效率是我们不变的追求。目前我们专注于IT行业，客户遍布北京、上海、杭州、成都等大城市，以知名外资企业为主，如MORGAN STANLEY、EMC、Autodesk、Alipay、teleca、Symbio等。
由于公司业务快速发展，现诚聘各层次英才！
如果：
您希望进入一个快速成长的朝阳行业；
您想和世界50强公司的HR合作共事；
您想为世界50强公司寻找优秀人才；
您想和全国各地的优秀成功人士沟通交流；
Please join us!
lynn@zhtalent.com
由于公司业务快速发展，现诚聘各层次英才！
如果：
您希望进入一个快速成长的朝阳行业；
您想和世界50强公司的HR合作共事；
您想为世界50强公司寻找优秀人才；
您想和全国各地的优秀成功人士沟通交流；
Please join us!
lynn@zhtalent.com
联系方式
- Email：lynn@zhtalent.com