上海招聘

? Handle first level calls and service requests from corporate office, field based, and remote office employees, contractors, and consultants

? Create supporting requirement in Excel tool for Service Management requirement

? Communicate with customers via phone, email, chat, and in person to troubleshoot, discuss service expectations, relay relevant company policy, gather information, etc.

? Resolve customer issues in a timely fashion and escalate issues to other IT employees or groups as necessary

? Use various software tools to remotely troubleshoot customer issues

? Properly document steps taken leading to resolution or escalation of work orders

? Setup, manage, configure, and disable network accounts in the Account Management System

? Learn, implement, and follow procedures as prescribed by department operating documentation and standards

? Learn, update, and revise knowledge of company, department, and team procedures and policies

? Verify knowledge base articles and update as needed for incorrect or missing information

? Properly track IT equipment as assigned to customers in the Service Management System

? Create and / or edit knowledge articles based on support resolutions

? Install business supported applications using IT software distribution technologies

? Maintain accurate user equipment inventory

? Provide guidance and assist Service Desk staff with troubleshooting ideology

? Support large scale meetings

? Address network services and related issues (network printers, port configuration, IP Phone configuration) as needed.

? Some travel to other corporate offices may be required

Skill/Job Requirements:

? At least 4 years’ experience supporting Windows and server operating system computing environment.

? Bachelor’s degree or equivalent education and experience desired

? Proficiency in both oral and written English is a requirement

? Relevant certifications such as various MCITP, Security+, A+, and ITIL preferred

? Experience with server infrastructure and Active Directory desired

? Strong customer service skills and experience required

? Previous experience in a service desk environment desired

? Experience supporting Active Directory services and various business applications

? Must be able to work independently and self-directed, as well as within a team

? Must have excellent organizational, verbal, and written communication skills

? Successful candidates will be comfortable operating in a fast paced and changing environment

? Occasional weekend and non-business hour support may be required

? Successful candidate should be flexible and able to complete projects outside their normal daily duties as needed

Intuitive Surgical is the global leader in the rapidly emerging field of robotic-assisted minimally invasive surgery with presence in more than 60 countries around the world.
  
Intuitive Surgical-Fosun Medical Technology (Shanghai) Co., Ltd. is the Joint Venture between Intuitive Surgical and Fosun Pharma- a subsidiary of Fosun International, a leading Pharma and Medical Device Company in China.
  
The intent of the Company is to research, develop and manufacture innovative, robotic-assisted catheter-based Medical Devices.