上海招聘

派驻美资企业提供IT服务台支持工作（针对日语用户）。

With a first contact resolution goal, receive, troubleshoot and resolve incident events via telephone and ServiceNow web interface with technical and non-technical Japanese-speaking end users.

1. Incident events include, but are not limited to:

• Oracle R12
• Exchange email
• Laptop and desktop computing hardware
• Active Directory (AD): Authentication, Move/Add/Change
• Mobile Device
• Software
• Two-Factor Authentication
• Cloud Storage
• Single Sign-On
• Voicemail
• Virtual Private Network (VPN)
• Operating Systems
• Remote Support
• WebEx

2, Triage and escalate incident events that could not be resolved at first contact.

3. Receive, delegate and deliver incoming requests from end users.

4. Escalate incidents and requests as necessary in accordance with service level agreements.

5. Properly document and categorize all calls into the ServiceNow ticketing system.

6. Follow and maintain ticketing system integrity policies on a daily basis.

7. Prioritize incidents and requests based on Service Level Agreement (SLA).

8. Ensure that customer support requests meet both IT and customer requirements.

9. Identify and act on opportunities for process improvements, and assists in developing appropriate processes.

10. Contribute to company knowledgebase to aid in future troubleshooting.

11. As needed, provide support of infrastructure projects as defined by the principle team members and management.

12. Demonstrate commitment to Customer Core Values by leading, acting and behaving in a manner consistent with these values.

13. Follow all company safety policies and procedures and attend all safety trainings related to the job.

具体的能力要求：

Essential Education, Skills and Experience are as follows.

1. Strong verbal and written Japanese, English and Chinese language skills.

2. CompTIA A+ & CompTIA Net+ certification preferred

3. 1-2 years’ Service Desk Level 1 or equivalent experience.

4. 1-2 years’ troubleshooting and application support or equivalent experience.

5. A strong dedication to quality customer service, and a working knowledge of service delivery procedures.

6. Demonstrated experience in areas of customer service preferred.

7. Previous ServiceNow experience a plus.

8. Excellent follow through and attention to detail.

9. Strong problem-solving skills and decision-making ability.

10. Ability to handle many tasks simultaneously.

11. Working knowledge of software and/or processes of security, databases, internet, project management, spreadsheet and word processing.

12. Working knowledge of Oracle R12 application systems processes and support preferred.

13. Working knowledge of Microsoft Windows 7, 8.1, and 10 operating systems.

14. Working knowledge of Microsoft Active Directory, Exchange, and the Office suite.

15. Working knowledge of networking, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients.

16. Good task management and organizational skills.

17. General knowledge of business telephone system functionalities.

联凯富计算机技术（上海）有限公司是天网科技集团(NetCraft Technology Group)在中国大陆的全资子公司和运营中心。

天网科技集团于1996年在澳门成立，并于1998年在上海建立了大陆地区的总部，目前天网科技集团在中国大陆已拥有众多客户群，并成为技术服务提供商的领先代表。天网科技集团在全国拥有将近200名的员工分布在5个分公司及服务中心，我们立志提供优质的服务于我们的客户，无论是大型的跨国公司还是不同规模的内资企业。我们的服务含盖了广阔的IT领域：IT战略咨询、基础架构建设及系统集成，网络和信息安全，专业的技术服务（外包及互联网增值服务），电子商务及应用等。

业务范围：
天网科技集团始终如一地为我们的客户提供优质的服务及产品，我们的业务范围主要包含以下三个方面：

1> 专业的技术服务：
天网科技集团专业的服务团队可在全国范围内为客户提供IT相关的优质服务，为客户提高了IT服务质量的同时减少了IT成本投入。另外我们还帮助客户减少了日常IT支持的负担，从而使客户更专注于核心业务。

2> 系统集成：
天网科技集团与各IT厂商和供应商联手为客户提供集成的IT解决方案以满足客户的各种IT需求，并为客户的业务扩充提供相关支持。

3> 信息安全：
如今信息安全的重要性是毋庸置疑的。天网科技集团专业人员可帮客户在信息安全的分析、顾问和实施等方面提供全面的支援服务。

我们在澳门，香港，北京，上海，广州，深圳等地设有分公司或服务中心，现正正在不断壮大。我们为员工提供完善的并创造了良性的个人发展空间。诚意邀请各地英才加入我们的团队。