长沙招聘

职位描述：
Description 职位描述
After several trainings in helpdesk functions, automation and IT basics you will work in our IT Helpdesk group as a support engineer in a 24/7 shift rotation.
Main tasks is to receive, document and track incidents from our customers in China (phone, mail), do basic analysis, catch & dispatch and tracking of all incidents as "owner" until final closure.
Parts of on-duty can be done from home office. Shifts are flexible to a certain degree as long as the service availability is guaranteed.
经过helpdesk, 自动化和IT基础方面的培训，你会作为我们IT支持小组中的支持工程师进行24/7的轮班工作。
主要任务是对来自中国客户的电话和邮件中的故障进接收、记录和跟踪，并进行基本的分析,主动了解、分配和跟踪所有故障,直到故障最终解决。
部分值班工作可以在家办公，只要保证服务做到位可以在一定程度上进行灵活安排值班。
Responsibilities工作职责
- Be the 1st level "Single Point Of Contact" (SPOC) for all service calls and error reporting emails from our customers in China
- Do basic analysis of incoming incidents, collect and summarize necessary information and record in our "Incident Tracking System" (ITS)
- Based on 1st level analysis, either provide a solution or dispatch incidents to related 2nd level units
- Maintain a knowledge base for (IT-related) 1st level activities
- Take ticket ownership (track until solved)
- Do a proper and in-time communication to customer in Chinese and English
- Ensure a smooth information exchange within the IT Helpdesk group across several shifts
- Prepare and do frequent reports of service-related KPIs and critical tickets
- Work in shifts according to overall resource- and shift-planning within IT Helpdesk group
- Take care of customer and stakeholder

- 作为1级“单点联系人”(SPOC)为国中国客户处理所有服务热线电话和来自邮件中的故障报告。
- 基本故障分析,收集和总结必要的信息并记录在“故障跟踪系统”（ITS）中
- 基于1级分析,提供解决方案或分派故障给相关二级联络人
- 维护1级故障相关记录的数据库
- 负责故障排除(跟踪直到解决)
- 中英文与客户进行适当和及时的沟通
- 确保IT Helpdesk小组换班时信息顺利交接
- 准备和频繁上报与服务相关的KPI数据和重要故障
- ?根据整体资源和IT Helpdesk组内的排班计划值班
- ?对客户和相关人员负责

Qualifications: 任职资格
- Fluent Mandarin, English basics (read, write)
- Structured and accurate working style
- Very good communication skills towards customer, internal and external stakeholders
- Team player
- Ability to work under pressure
- Basic IT background (IT Associate / college)
- MS Office
- ITIL V3 Foundation certificate is a plus
- Unix basics is a plus
- 0-3 years in IT and / or IT service organization
- Ability and willingness for shift work (24/7)
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- 普通话流利, 具备英语基础(读、写)
- 结构化和精细化的工作作风
- 与客户、内外部的相关人员能进行良好沟通
- 团队精神
- 抗压能力强
- 具备基础IT知识(IT助理/大专生)
- MS软件
- ITIL V3基础证书优先
- Unix基础优先
- 3年IT或或IT服务机构经验
- 接受值班工作(24/7) 举报 分享

ssi schaefer (胜斐迩集团) 由fritz schaefer先生于1937年创建， 总部位于德国。数十年来，ssi schaefer一直是世界最大的工业仓储物流设备制造商和国际大型物流工程承揽商之一。集团的三十多家分公司遍布欧、美、亚等各洲，竭诚为全球客户提供全方位的仓储系统制造服务。

在全球仓储设备及物流系统承建领域，胜斐迩集团具有卓越的领导地位，被誉为‘解决物流仓储问题的专家’。除了致力于制造高质量的工业仓储物流设备及自动化物流管理系统以外，胜斐迩集团还生产专供废料管理和再循环工业使用的绿色环保、环卫设备，为工业、医药、电子、科技等各行业的企业机构提供全方位的系统服务。

遍布全球的专业网点、优秀的客户服务、数十载的丰富经验以及一流的工作团队，ssi schaefer能为客户提供一站式购物般的便利及优势，帮助客户寻求成本效率、工程计划及施工的最优化解决方案。