南京招聘

PROFILE SUMMARY
8+ years of professional experience with thorough knowledge of different operating systems, hardware, desktop peripherals, IT network systems, and firewalls. Managing a team that is responsible for both hardware and software technical support and quality standards. Install hardware and software configurations, Install, troubleshoot and maintain computer systems, hardware, and peripherals

TOTAL YEARS OF PROFESSIONAL EXPERIENCE
8+ years of professional experience

ROLES & RESPONSIBILITIES
The roles and responsibilties of Field Service Engineer are as follows:
? Weekly / monthly meetings with customer
? Periodic site visits to critical customer sites
? Audit onsite stock to have an updated CMDB
? Weekly meetings with partner on Performance Management
? Manage Change Requests with Eriks
? SLA Dashboard repoting to customer on a timely basis
? Act as a First point of escalation
? People Management of Dedicated FTEs.
? Work closely with Field staff to implement appropriate policies to manage work flow and communication
? Support customer centric programs, trade shows, and workshops with technical expertise/product knowledge
? Resolve customer issues with hardware and software related issues
? Ensure customer satisfaction is maintained
? Escalate technical issues to R&D/Product Management as needed
? Escalate customer issues to supervisors
? Provide product feedback/customer suggestions to development team
? Leave Planning for Dedicated FTEs
? Asset Refresh Planning
? Present physcially onsite and manage refresh activities
? Will conduct workshops for Dedicated FTEs
? Will help in IT support for any large scale Eriks events
? Act as the point of contact for EUC Services and, as necessary, coordinate with third Parties, End Users and any other associated persons, in support of Incident and Problem determination and resolution.
? OEM Co ordination
? Review and approve partner invoices
? Plan Resource Training Plans for the Team
? Work closely with our Third Party Partner Network and manage service provided and relationships.
? Create Process Document of current service for the customer and Partner.
? Re-Design of current Service as per the new requirements.
? Manage Risks, Issues and action logs .
? Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
? Creation and review of required SLA's, KPI's, Service Credit Penalties.
? Creation of Statement of Work Documents outlining Service Requirements that will be shared with our partners outlining the EUC and FSO support requirements.
? Install hardware and software configurations, install, troubleshoot and maintain computer systems, hardware and peripherals

TECHNICAL SKILLS & CERTIFICATIONS
Technical Skills
? Microsoft Windows 2008,2010
? SCCM
? Windows Server 2003/2008
? SQL server
? Linux

Certifications
ITIL V3 Foundation.

Education
Bachelor’s degree in Computer Science

ABOUT COGNIZANT
Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital or follow us @Cognizant.

高知特 —— Cognizant（NASDAQ-100：CTSH），是全球领先的信息技术专业服务公司，致力于帮助客户在数字时代打造新的商业模式、运营模式和技术模式。通过我们植根于不同行业、专业独到的咨询式服务，我们将帮助客户构想(Envision)和建造(Build)未来愿景，成就(Run)创新和高效的企业。高知特（Cognizant）总部位于美国，“财富” 美国500强企业中名列第195位，被评为全球最受赞赏的公司之一。欢迎访问公司主页了解更多有关高知特（Cognizant）的数字服务。