南京招聘

POSITION SUMMARY:
Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.
POSITION DUTIES AND RESPONSIBILITIES:
Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:
· Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
· Managing returns on warranted parts and systems
· Packaging and shipping replacement parts to customers
· Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
· May lead the development of information technology and infrastructure projects
· Installing, supporting and troubleshooting approved desktop software
· Performing planned maintenance, moves, adds and changes
· Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
· Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
· Creating and maintaining images for standard systems
· Recommends hardware and software solutions, including new acquisitions and upgrades
· Demonstrates good judgment in selecting methods and techniques for obtaining solutions
· Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
· Troubleshooting and resolving intermediate LAN connectivity incidents
· Ability to work on call after hours as required
Communicate effectively with multiple customers and co-workers. This includes the following activities:
· Consulting with the Service Desk on support calls
· Able to communicate highly technical information to both technical and non-technical personnel
· Providing Case status updates to management and end-users
· Providing phone support and diagnostics to remote customers
· Participating in training programs designed to educate customers about basic and specialized applications
· Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support
· Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
· Analyzes problem trends and develops ideas to achieve problem resolution
SUPERVISORY RESPONSIBILITIES (if applicable):
· Ability to fill in as acting Supervisor when necessary
Qualifications
· Ability to work independently and take ownership
· Solid technical and analytical skills required
· Ability to manage IT / Desktop initiatives and organize projects
· Thorough knowledge of supported Microsoft Windows operating systems
· Intermediate Experience with Active Directory administration
· Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
· Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
· Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues
EDUCATION and/or WORK EXPERIENCE:
· Associate's Degree or equivalent experience required
· A+ Certification recommended, MCP/MCSSA preferred, ITIL Certification preferred
· 5-years or more of related experience preferred
SPECIAL CONDITIONS:
· Ability to travel as required.
· Ability to lift 50lbs (printers, desktop machines, etc).

KNN Consulting上海恒泰人力资源有限公司在人力资源管理咨询和招聘咨询方面有很多经验，我们致力于服务世界顶尖公司，行业领先企业，也同时为发展迅速的中型企业提供我们的专业服务。我们通过对客户公司的组织结构、相关业务和具体职位的研究，能够很好地与企业及候选人进行沟通，满足不同公司对不同种类高级人才的需求。
我们的猎头咨询顾问拥有多年的从业经验和外资工作背景，深刻理解中国的行业规范，能够很好的理解客户和候选人的需求，并为很多大中型公司提供完善的中高端人才搜寻服务。
我们的顾问团队具备丰富经验，中高端专业人才库超过50万人，覆盖全国一、二级城市。我们在业界享有良好的声誉和口碑。
KNN - Consulting对客户的承诺SPSO：
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