苏州招聘

Job Description:

Performs remote support of client computer and related systems with the goal of delivering first call resolution of issues 60 percent of the time in a professional manner. Performs troubleshooting and initiates resolution at a Tier One support level for the following systems: laptops, desktops, handheld devices, printers, phone and supported software and applications. Performs initial triage and escalates to appropriate Tier 2 level for supported hardware and software as required. Performs Tier 2 duties as member of Subject Matter Category and Process teams as assigned by the respective Team Leads. May act as Subject Matter Team Lead. Performs configuration, installation and set up of new systems. Processes request forms related to new hires, terminations, hardware and software requests, and application access. Performs other duties as assigned by the IT manager , Lead and coordinate of the SA team members with the daily activities, assign work to team members, monitor the quality and timelines of the work with the priority, give them the guidelines and training if necessary.

Experience in the following domain areas are highly preferred:

Microsoft Windows Operating Systems (Server 2003/2008, XP and Win 7, Linux)

Telecommunications including: VoIP, Mobile Devices (Apple, Android), Polycomm Conferencing, Video conference

Threat/Security (Antivirus, Malware)

Laptop/Desktop/ Server Hardware, Printers

Virtual Private Networking/Wireless

Server Virtualization

Good understanding of networking concepts and troubleshooting including cabling

Basic datacenter or data closet hardware installations (rack equipment)

Applications

Microsoft Office Technologies

Remote desktop management

System Center Configuration Manager

Microsoft Application Virtualization

Microsoft Active Directory User Management

Skills and Requirements

JOB LEVEL: Has substantial understanding of the job, and applies knowledge and skills to complete a wide range of tasks, have the experience of leading SA team.

JOB COMPLEXITY: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

SUPERVISION: Supervising and leading the SA team, general instruction on newly introduced assignments. This includes recommending work group objectives and priorities, identifying staffing requirements, assigning work to team members and monitoring the quality and timeliness of the work; delegates responsibilities;

EXPERIENCE: Typically requires a minimum of 5 years of related experience. Communicating in both English and Mandarin is a big plus

EDUCATION: Microsoft Certified Professional Certification better

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