上海招聘

What do we expect you to do?

You will become a member of the ALDI China IT team, responsible for providing help desk support and for various functions.
Your responsibilities will be:
? Support on selection and contracting of outsourced service providers
? Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
? Field incoming help requests from end users via both telephone and work orders in a courteous manner, respond to queries either in person, over the phone or via email and follow up with customers to ensure issue has been resolved
? Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
? Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
? Prioritize and schedule problems, and escalate problems (when required) to the appropriately experienced technician
? Install, modify, and repair computer hardware and software for users
? Maintain daily performance of computer systems and run reports to avoid malfunctions that continue to occur
? Run diagnostic programs to resolve problems and apply diagnostic utilities to aid in troubleshooting
? Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
? Perform and test hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
? Liaise with service provider to ensure that systems backup is run periodically, and errors are identified and remediated promptly
? Sometimes requires English communications with ALDI International IT (2nd line IT support) to resolve Email gateway server and encryption related support issue
? Identify and learn appropriate software and hardware used and supported by the organization
? Perform related duties consistent with the scope and intent of the position

我们期望您来做什么？

您将会成为IT团队的一员，负责提供全方位的技术和软件支持。
详细工作内容包括：
? 支持选择和承包的外包服务提供者的流程
? 对收到的查询和与计算机系统、软件和硬件相关的问题提供技术支持
? 礼貌地回答现场收到最终用户的帮助请求, 并且可以通过电话或电子邮件回答询问甚至亲自前往沟通, 并与客户保持联系, 以确保问题得到解决
? 能自主通过软件和驱动程序更新、查询知识库和常见问题资源, 以帮助解决问题
? 记录、跟踪和记录技术支持请求解决问题的过程, 包括所有成功和不成功的案例以及所采取的行动, 直至最终解决
? 计划并确定问题的优先级，及时将问题 (必要时) 升级到具有适当经验的技术人员
? 为用户安装、修改和修复计算机硬件和软件
? 维护计算机系统的日常性能并运行报告, 以避免继续发生故障
? 运行诊断程序以解决问题，并能应用诊断实用程序来帮助进行故障排除
? 解决局域网 (LAN)、广域网 (WAN) 和其他系统的技术问题
? 能实际动手执行和测试桌面级别的程序修复工作, 包括安装和升级软件、实现文件备份以及配置系统和应用程序
? 与服务提供商联系，确保系统备份都是定期运行，并及时识别和纠正错误
? 有时需要用英文来联系德国的二线支持来解决Email邮件网关服务器和电子邮件加密的问题
? 识别和学习经过公司审核、可以使用和支持的相关软件和硬件
? 保持和履行与工作职责范围相符的相关工作
职位要求：
What do we want you to have?

We hope that you will have bachelor degree above degree, major in Information Systems, Computer Science, or comparable formal technical training and certification; or equivalent work experience. We hope you will have at least 3 years’ working experience in hardware/software trouble shooting and providing hands-on training , extensive application support experience is highly preferred.
We hope you will have Excellent communication (written and oral) and interpersonal skills. Business proficiency in English is a must. You will have the flexibility and openness to foreign cultures and willing to work in a team-oriented, collaborative environment.
？ Profound capabilities of:
o Desktop operating systems including Windows 10, and Mac OS X
o Windows Operating System version10, Office 365, basic Windows software and apps, VPN, firewalls and networking protocols
o Microsoft Active Directory, Microsoft System Center Configuration Manager (SCCM), PC Windows Image Standardization Management, Microsoft Office365 online exchange management, Email encryption and company owned phone central management via MobileIron portal
o Working knowledge of a range of diagnostic utilities

？ Desirable Knowledge / Skills:
o Knowledge of retail and logistics business operations for which the enterprise architecture is being developed
o Comprehensive knowledge of hardware, software, application, and systems engineering
o Knowledge of IT governance and operations
o Knowledge of financial modelling as it pertains to IT investment
o Project and program management planning and execution skills
o Understanding of COBIT, ITIL, and other IT governance standards

我们希望您具备什么？

我们希望您拥有本科及以上学历，信息系统、计算机科学或类似的正规技术培训和认证学士学位。拥有3年以上相关工作经验，有硬件、软件故障排除和提供动手培训的经验，注重工作质量，拥有丰富的应用支持经验为佳，有在团队合作的环境中工作的经验。
我们希望您拥有优秀的沟通和人际交往能力，能熟练使用中英文，英语口语熟练，能够快速融入由不同国籍员工组成的多元化团队，愿意在组织中提出和推动新的想法。

我们希望您在以下方面有很强的能力和知识:
? 桌面操作系统, 包括 Windows 10、Ubuntu Linux 和 MAC OS X
? Windows 10操作系统 、Office 365、基本 Windows 软件和应用程序、VPN、防火墙和网络协议
? 微软活动目录(Active Directory), 微软更新配置管理器 (SCCM), PC Windows镜像标准管理, 微软Office365 在线电子邮件服务组件管理, Email加密，通过MobileIron平台对公司手机进行统一管理等等
? 其他一系列诊断实用程序的工作知识
？ 理想的知识/技能:
o 了解发企业正在开发的零售架构和相关物流业务运营
o 全面的硬件、软件、应用和系统工程知识
o 了解 IT 治理和运营
o 与信息技术投资有关的财务建模知识
o 项目和项目管理规划和执行技能
o 了解 COBIT、ITIL 和其他 IT 治理标准

作为一家拥有百年历史，在全球拥有一万余家店铺的企业，ALDI奥乐齐已成为零售业内的成功典范。自1913年在德国开设***家店铺起，ALDI奥乐齐便逐渐成为国际市场上享有盛誉和颇受肯定的零售品牌之一。