上海招聘

· Be a solutions provider as part of a team in a Center of Excellence (COE) that provides best in class IT support services for Pentair technology users in region

o Uphold values of: performance excellence; accountability; respect and teamwork, and commitment to absolute integrity. Achieve success with win right values

o Be interested in technology and strive for continual self-development. Maximize learning, knowledge sharing, and skills development opportunities.

o Have courage to challenge the norm

o Be self-aware

o Work collaboratively as part of a team to deliver:

§ High quality customer service

§ Root cause analysis and cause elimination focus

§ Proactive monitoring and support for incident prevention

o Develop strong, empathetic relationships with customers to ensure alignment with needs. Strive to understand the business and align with its priorities.

· As part of daily operations in the helpdesk:

o Be available to work required hours of operation

o Contribute to measuring helpdesk performance with customer surveys, reports etc

o Understand prioritization of incidents and when to escalate critical problems

o As part of the team, provide a responsive & efficient IT helpdesk service with a “customer first attitude”

· Drive continuous improvement

· Understand the connections between neighboring time zones and other IT Support resources to promote a global support model

· Deliver efficient and quality service with the aim of optimizing systems, availability and productivity;

· Manage customer relationships by supporting application functionality, providing support and training over the phone, writing requirement specifications and user training documentation, and proactively working with customers to provide them with the services they desire.

Essential Job Functions

1. Promote a customer-service focused culture in which empathy to business and customer takes precedence;

2. Promote innovation and a culture of continuous improvement within the team to support proactive IT service delivery;

3. Record details of issues raised, with updates on progress and ensure user satisfaction on issue closure;

4. Resolve issues by accurately following technical procedures and using problem solving methods to expose and fix root cause;

5. Appropriately communicate and escalate to specialists and stakeholders where necessary;

6. Install, maintain and diagnose problems with software, hardware and related peripherals within the Pentair standard operating environment;

7. Follow change control practices aligned with Pentair’s standard process

8. Ensure Pentair IT environment is compliant; by monitoring systems, exception reporting, applying security patching, and understanding and adhering to Sarbanes Oxley (SoX) rules.

9. Write procedures for new support processes, user documentation and maintain existing documents. Develop and deliver user training where appropriate and needed;

10. Undertake administrative tasks including, but not limited to, user authentication systems, user security, hardware inventory, security patching, IT procurement;

11. Act as a change agent in the organisation to assist the business on how to best utilise the current and future solution technologies;

12. Proactively identify and communicate the opportunities that technology presents, including the likely risk, cost and impact of the change on the business; assist with the consolidation of systems and tools where possible;

13. Participate in and sometimes coordinate IT projects;

14. Perform duties in accordance with the requirements of business goals and serving our customers.

15. Embrace the Pentair performance appraisal system.

16. Understand Pentair’s Integrated Management System (PIMS) and support, align, and adopt methodologies appropriately

Other Responsibilities

• Perform special projects as assigned.

Minimum Experience

Education:

• College or above , major in computer science or equivalent, MCSE certification preferred;
• Excellent English with both written and verbal

Experience:

• Two years or more providing Technical Support in a MNC IT environment
• Exposure to ITIL and/or operational excellence methodologies

Specific Skills:

• Understanding of networks – e.g. LAN, WAN and Internet;
• Knowledge of Helpdesk systems & support environments;
• Desire to work in business and technical areas in a customer-facing role;
• Desire to serve the customer

Specialized Knowledge

• Knowledge of Microsoft software and operating systems including:

- Active Directory

- MS Windows XP, Windows 7, Server 2003/2008 (R2 desirable), SCCM, SCEP;

- MS Office

· Knowledge of collaboration tools such as email and instant messaging

Desired Characteristics

• A strong personal culture of enthusiasm, excellence, caring, resourcefulness, and honesty;
• Empathy
• Strive to be a leader in all activities you do and be a team-player locally, regionally and globally;
• Be accountable and learn from experiences;
• Excellent communication (written and verbal) and listening skills;
• Tertiary qualifications, equivalent solution certifications, or desire to complete;
• Ability to multi-task, prioritise and work under pressure;
• Ability to troubleshoot complex problems and identify /provide root cause analysis;
• Ability to understand business requirements in order to escalate issues in a timely manner;
• Ability to use a methodical /logical approach with good attention to detail to ensure procedures are accurately followed;
• Flexibility to work varying hours – sometimes non-core business hours;
• A strong drive for continual self-improvement;
• Presentation skills and ability to work / communicate with people across all levels of the organisation to achieve outcomes that support our business goals and objectives;
• Understanding of Supply Chain, Manufacturing, or Operations – or desire to learn;
• Experience with an ERP environment (or knowledge there-of), business applications & associated solutions;

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