上海招聘

Job description/Mission
The mission of the Global IT Operations Team is to secure and improve the overall quality, efficiency and availability of the Group's Infrastructure in use by end clients, as well as ensuring reliable services, thereby increasing customer satisfaction and business value delivered to Atlas Copco ASAPs customers. The team will ensure 2nd and 3rd level service delivery of different software and hardware Products to Atlas Copco ASAPs customers within the (European/ North American/ Asia Pacific) region. They are providing Hardware, Software and compliancy for all clients while ensuring IT service level management for strategic outsourcing agreements managed centrally. The team delivers different IS/IT Infrastructure related implementation and migration projects. Team members will be assigned areas of special focus and projects which will improve the overall quality, efficiency and availability of the Group's Infrastructure based on their experience and technical knowledge.

The IT Operations Specialist will be part of a global follow the sun IT Operations monitoring and escalation center. The selected candidate will monitor, support, troubleshoot and resolve operating issues, including failures and service level degradations and be 2nd level support for all service desk incident escalated to IT Operations. They will initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers of Atlas Copco.

Primary Duties & Responsibilities
?Perform 2nd level support for IT Operations incidents
?Develop detailed technical documentation and standard operating procedures.
?Monitor, support and troubleshoot the IT infrastructure for operating issues involving failures, degradation and event correlation using various software and hardware monitoring tools.
?Ensuring monitoring alerts and systems events are assessed, prioritized, escalated, and managed
?Work with internal and external clients via the phone to resolve basic problems.
?Perform basic troubleshooting and problem resolution for all types of the IT infrastructure as assigned - hardware, software, telecommunication, business application, customer connectivity, etc.
?Triage basic problems, taking corrective action to ensure availability and minimize downtime.
?Escalate more complex problems to senior staff members.
?Follow detailed technical documentation and standard operating procedures to perform various responsibilities.

Experience Requirements
?Experience in a call center or service desk environment preferred.
?Analytic / Problem Solving skills.
?Ability to work in a fast paced high volume work environment.
?Experience with developing work procedures and expediting workflow. Able to study, standardize and enhance procedures to improve efficiency of his/her team.

Educational Requirements
?2 year technical degree, technical certifications, or equivalent work experience.
?Fluency in English, spoken and written is a must.
?Certification within ITIL (Foundation) is an asset

Personality Requirements
?Above average communication skills, particularly phone skills.
?Above average interpersonal skills.
?Highly motivated, self-starter with the ability to work both individually and in a team environment.
?Able to build positive working relationships and create cross-functional synergies.
?Adapts well to changing circumstances, direction and strategy.

Location
Shanghai, China

关于阿特拉斯科普柯集团
阿特拉斯·科普柯是世界领先的可持续生产力解决方案提供商。 集团为客户提供创新的压缩机、真空解决方案和空气处理系统、动力工具和装配系统。阿特拉斯·科普柯专注于开发具备生产力、能效、安全性和人体工程学特点的产品与服务。公司成立于 1873 年，总部位于瑞典斯德哥尔摩，业务范围遍及全球 180 多个国家/地区。2017 年，阿特拉斯·科普柯收入为 860 亿瑞典克朗（90 亿欧元），员工人数接近34000 名。

关于阿特拉斯 ·科普柯中国
20世纪20年代，阿特拉斯·科普柯的产品以从欧洲进口的方式初次涉足中国市场。1959年，阿特拉斯·科普柯在中国台湾成立了***家公司。时至今日，集团的四大业务领域：压缩机技术、真空技术、工业技术、动力技术，均已全面落户中国，并着力于全面开拓售后服务市场。各业务领域通过全球化网络及多品牌运营，为客户提供包括移动式压缩机、动力工具及泵、气动及电动工具和装配系统等产品，并以覆盖全国各地的销售、分销、服务以及维修网络作为其坚强后盾。截止2017年底，阿特拉斯·科普柯在中国拥有4898名员工，在全国设有200多家地方办事处。作为集团的最重要的市场之一，阿特拉斯·科普柯将进一步发展中国市场，通过创新的工业解决方案，不断扩大在中国的市场占有率，为中国客户持续提供可持续的生产力。