长沙招聘

职位描述：
Introduction:
SDL is seeking an experienced multi-lingual Enterprise Support Engineer to join a global team supporting mission-critical enterprise software for a host of blue-chip customers. We are looking for a highly analytical and articulate individual to work in a busy team providing high-quality technical support to internal and external users. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of SDL applications across various platforms and solutions such as our Web Content Management and SDL Language Technologies, covering mainly server based applications.
Job Purpose:
? Business level in English and Japanese is a must (speaking, writing, reading) - Additional language skills are an asset
? Provide real time response\resolution to customer support inquiries
? Interact with SDL customers via phone, e-mail and remote sessions
? Diagnose problem causes and provide solutions and best practices to customers
? Ensure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.
? Contribute and maintain knowledge base articles
? Work closely with second line engineers to diagnose bugs and provide suitable workarounds to end users
? Demonstrate to and train end users on the various software applications
Major Focus:
? Timely response to all assigned support cases
? Structured approach to problem solving
? Proactive follow-up on all assigned issues to ensure satisfactory closure
? Maintenance of support case status, including root cause, within Remedy
?
         Experience Required
? 5 years experience in a technical support role supporting software applications and enterprise clients
? Experience managing complex software implementation projects
? Excellent knowledge of XML (ideally of the DITA XML Standard) and Content Management Software
? Strong written and oral interpersonal and communications skills in English and Japanese
? Excellent investigative and debugging skills
? SQL command/query experience essential (mainly SQL Server/Oracle a plus)
? Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
? Strong experience of supporting systems developed within the Microsoft .NET framework, preferably using C# (J2EE architecture experience a plus)
? Good knowledge of common applications and file formats (DOC, RTF, PPT, XLS, HTML, XML and other DTP formats such as FrameMaker and InDesign)
? Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS, Java, J2EE architecture, Application Servers would be advantageous
? Knowledge of programming concepts and general ability to read code advantageous (C#, Java)
Education Level Required
? Technical Degree Level Qualification (Preferably in Computer Science)
? Relevant Product/System Certifications 举报 分享

In late 2020 SDL PLC where acquired by RWS Holdings PLC and are now working hard to integrate the two businesses to become the world’s leading provider of technology-enabled language, content management and intellectual property services under a single RWS brand. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.
Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).


RWS embraces diversity and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.