广州招聘

Job # 1101372
Locations China, Beijing
Job families Services (engineering)
Teams Consulting services

Main Responsibilities:

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1. Customer Issue Resolution & Responsiveness

a. Drive the communication with the customer to ensure the customer has confidence on problem resolution.

b. Define and understand the customer issue by creating the adequate reproduction scenarios.

c. Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.



2. Effective Communication & Collaboration

a. Identify the right resource to collaborate with for tough & political hot problem.

b. Collaborate with cross-group peers both proactively and reactively.

c. Produce quality documentation and share with the appropriate team members and tech lead as appropriate



3. Training & Readiness

a. Identify current knowledge deficiencies/training needs, as well as potential future needs

b. Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).

c. Make effective technical presentations, both internal and external.

d. Provide documentation and mentoring to others within your technical specialty.

e. Work with your manager, as appropriate to assess your own core competencies and identify current knowledge

deficiencies /training needs, as well as potential future needs.

f. Implement your development plan, actively seek development opportunities, and complete all scheduled training.

g. Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans



4. Operation Precision

a. Adhere to published queue or call back schedule and be available for on-call duty, as necessary

b. Use appropriate documentation and utilization and / or labor tracking methods to account for time.

c. Manage and prioritize your workload while keeping team members and management appropriately informed.

d. Participate in ad-hoc projects per management request or business need



Qualifications

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1. Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience

2. Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit

3. Must have strong verbal and written English skills

4. Demonstrate aptitude for providing superior customer service in politically charged environment

5. Strong analytical logic and problem troubleshooting skills

6. A minimum of 3 years Technical Support or IT System Admin Experience

7. Solid knowledge over Windows Network, High Availability and Virtualization Components, like

Windows Cluster

Hyper-V

Storage

TCPIP/Winsock

DNS

WINS

DHCP

File Sharing (SMB)

802.1X (Radius server, Wired/Wireless authentication)

Network Access Protection (NAP)

Remote Access (VPN, Direct Access)

Firewall/IPsec

Remote Desktop (Logon, License, Gateway, Session Broker, RD Web Access, RemoteFX, VDI)

8. Active Directory, Exchange, SharePoint, Lync experience is preferred.

9. Experience on network administration, design or support is preferred

10. C/C++ programming experience is preferred

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