500强招Support Engineer/技术支持工程师(欢迎应届生)
上海万宝盛华人力资源有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2013-09-04
- 工作地点：上海
- 招聘人数：若干
- 学历要求：本科
- 职位类别：技术支持/维护工程师 Helpdesk 技术支持
职位描述
工作描述：
- Demonstrate the ability to manage a broad range of issues and critical situations.
- Triage issues through impact assessment and initial investigation
- Determine the priority of escalations received and ensure it is handled within the given SLA
- Troubleshoot and/or escalate issue until resolution
- Collaborate effectively with various Microsoft groups to drive resolution
- Ensure appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner
- Take an active role in collecting and relaying enhancements feedback on existing processes and workflows
- Utilize effective multi lingual verbal/written skills to communicate with premier partners, vendors, service operations center and various Microsoft groups via electronic correspondence or telephone.
- Participate in shift support coverage schedule providing timely, reliable and high-quality response, e.g. morning shift
- Act as substantial technical resource for Microsoft EDU and BPOS software products
- Competencies：
- At least 3 years of Technical Support experience (in a Tier 2 or 3 role) including experience with technical support operational metrics, Customer Sat, MPI's, SLA's
- Prior knowledge in at least one of the following disciplines is required: network operations, networking protocols, network authentication, messaging technology or messaging protocols, or other technical skill strengths with an online service or network communications
- Strong working knowledge of Internet Protocols, networking, mail delivery systems, DNS, SMTP, mail applications required (relevant certifications preferred).Know the Different Types of DNS - Records and what they are used for.MX, CNAME, TXT, SRV
- IP Routing and management
- Know and use Trace Route, PING
- Describe the function of a router
- Describe how data flows
- Networking
- Exchange
- General Internet concepts
- Mail handling
- How a browser functions
- Certificate knowledge, troubleshooting
- Proficiency with Microsoft Office with strengths in Outlook, Word, Excel and PowerPoint and associated applications
- Able to display a high degree of organization and be able to prioritize tasks effectively
- Ability to develop comprehensive problem/resolution/Post-Mortem descriptions
- Accurate and logical problem solving abilities, troubleshooting abilities required
- Strong Operational/Coordination skills/experience required
- Experience with Customer Resolution Ticketing systems/User Account Administration
- Must have sufficient technical depth to communicate with development and other internal organizations at a peer level
- Able to create and follow documented process
- Operation Engineers must have a good level of English proficiency in order to understand technical content written in English. In addition they must be able to troubleshoot, respond & translate online support incidents submitted in English as required. Engineers will be expected to effectively communicate both verbally & through electronic mediums to External customers and Partners in English to support resolution of Customer problems
职位要求：
- MCP certification (preferred) - Vendor agrees to have Operational Engineers MCP certified within the first 6 months of program launch
- MCSE certification as an MS Systems Engineer is strongly preferred, but not essential requirement
- Key Measure:
- Solid understanding of standard computer science concepts, personal computer architecture and networking required.
- Must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
- Strong communication, problem solving and technical writing skills; excellent customer service and support skills required
- Demonstrate the ability to manage a broad range of issues and critical situations.
- Triage issues through impact assessment and initial investigation
- Determine the priority of escalations received and ensure it is handled within the given SLA
- Troubleshoot and/or escalate issue until resolution
- Collaborate effectively with various Microsoft groups to drive resolution
- Ensure appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner
- Take an active role in collecting and relaying enhancements feedback on existing processes and workflows
- Utilize effective multi lingual verbal/written skills to communicate with premier partners, vendors, service operations center and various Microsoft groups via electronic correspondence or telephone.
- Participate in shift support coverage schedule providing timely, reliable and high-quality response, e.g. morning shift
- Act as substantial technical resource for Microsoft EDU and BPOS software products
- Competencies：
- At least 3 years of Technical Support experience (in a Tier 2 or 3 role) including experience with technical support operational metrics, Customer Sat, MPI's, SLA's
- Prior knowledge in at least one of the following disciplines is required: network operations, networking protocols, network authentication, messaging technology or messaging protocols, or other technical skill strengths with an online service or network communications
- Strong working knowledge of Internet Protocols, networking, mail delivery systems, DNS, SMTP, mail applications required (relevant certifications preferred).Know the Different Types of DNS - Records and what they are used for.MX, CNAME, TXT, SRV
- IP Routing and management
- Know and use Trace Route, PING
- Describe the function of a router
- Describe how data flows
- Networking
- Exchange
- General Internet concepts
- Mail handling
- How a browser functions
- Certificate knowledge, troubleshooting
- Proficiency with Microsoft Office with strengths in Outlook, Word, Excel and PowerPoint and associated applications
- Able to display a high degree of organization and be able to prioritize tasks effectively
- Ability to develop comprehensive problem/resolution/Post-Mortem descriptions
- Accurate and logical problem solving abilities, troubleshooting abilities required
- Strong Operational/Coordination skills/experience required
- Experience with Customer Resolution Ticketing systems/User Account Administration
- Must have sufficient technical depth to communicate with development and other internal organizations at a peer level
- Able to create and follow documented process
- Operation Engineers must have a good level of English proficiency in order to understand technical content written in English. In addition they must be able to troubleshoot, respond & translate online support incidents submitted in English as required. Engineers will be expected to effectively communicate both verbally & through electronic mediums to External customers and Partners in English to support resolution of Customer problems
职位要求：
- MCP certification (preferred) - Vendor agrees to have Operational Engineers MCP certified within the first 6 months of program launch
- MCSE certification as an MS Systems Engineer is strongly preferred, but not essential requirement
- Key Measure:
- Solid understanding of standard computer science concepts, personal computer architecture and networking required.
- Must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
- Strong communication, problem solving and technical writing skills; excellent customer service and support skills required
公司介绍
Manpower是全球弹性用工和长期人才解决方案的领导者，致力于提供商业所需的灵活用工方案。通过我们值得信赖的品牌形象，为客户构建人才库，快速满足客户的人力需求。并时时评估和发展我们雇员所拥有的技能，使他们拥有与时俱进的技能，按时保质出色地完成每一项工作。
我们提供企业人才培养服务。我们根据企业人才发展战略、岗位职能等设计人才培训系统方案，使人岗合一、展现个人魅力。在实现个人、团队、公司目标的同时，提升个人全面技能，达到企业可持续发展，使企业及个人在风云变幻环境中成为赢家。
我们提供企业人才培养服务。我们根据企业人才发展战略、岗位职能等设计人才培训系统方案，使人岗合一、展现个人魅力。在实现个人、团队、公司目标的同时，提升个人全面技能，达到企业可持续发展，使企业及个人在风云变幻环境中成为赢家。