天津招聘

JOB DESCRIPTION

JOB TITLE: Support Engineer (PAWS)

DEPARTMENT: Support Services/IS

JOB DESCRIPTION:

Summary of Job Scope and Expectations:

The Field Systems Support Analyst provides comprehensive technical support for PCs, laptops, network devices, and POS systems. This position helps identify trends in support calls and develops documentation to address the problems and issues reported most often. The Field Systems Support Analyst recommends means for improving products or systems, including procedural steps, increased training, and enhanced documentation.

Essential functions:

The essential functions in this job description are not all-inclusive of this job’s duties and responsibilities. Reliable and dependable attendance is required.

· Provides comprehensive technical support for PCs, laptops, network devices, and POS systems. · Documents all calls and actions taken using problem tracking software. Maintains data integrity through accuracy and thoroughness of incident data entry. · Follows up with customer to ensure problems are resolved successfully and satisfactorily. · Helps identify trends in support calls and develops documentation to address the problems and issues reported most often. · Recommends means for improving products and systems, including procedural steps, increased training, and enhanced documentation. · Assists with the testing of newly designed products for operational integrity and function. · Assists with coaching and training less experienced staff on technical issues.

JOB REQUIREMENTS:

· Bachelor’s degree or working towards a degree

· Minimum three years of relevant experience required

· Pass Tests 2 and 3

KNOWLEDGE, SKILLS, AND ABILITIES:

· Ability to demonstrate and teach Panda’s Mission, Values, and Culture

· Strong knowledge of the restaurant business and retail/hospitality industry

· Strong knowledge of computer systems and network connections/infrastructure (BackOffice, PAWS, Windows XP, Windows 7, Microsoft Office Suite, Remote connection tools, Internet Protocol Suite (TCP/IP), LAN/WAN, *** management, VPN, AS/400, etc.)

· Strong knowledge of IS Support processes

· Strong knowledge of common business application packages

· Time management, prioritization, and organization skills

· Strong communication (oral and written), listening, interpersonal, and customer service skills

· Strong analytical, prioritization, and problem solving skills

· Ability to support current iterations of Windows and Apple operating systems, MS Office, Local Area Networks, wireless network configuration and connectivity, remote support software, printers, and other peripherals

· Ability to speak Chinese/Spanish preferred

· Ability to troubleshoot and resolve complex problems

· Ability to manage multiple priorities and follow through on projects to completion

· Ability to work independently and as part of a team

· Ability to train other IS associates

· Ability to work positively with other departments and Operations (“win/win”)

· Ability to talk and share before a group

· Ability to embrace change and continuous learning

COMPETENCIES:

The following are Panda Leadership Competencies for Professional:

· Listening

· Peer Relationships

· Functional/Technical Skills

· Business Acumen

· Comfort around higher management

· Planning

· Self Knowledge

· Customer Focus

· Integrity and Trust

SUCCESS MEASURES:

· Contribute to building and sustaining the Panda mission and culture

· Operations customer service survey indicates high level of satisfaction with IS services

· Meet service level agreement metrics

POTENTIAL CAREER PROGRESSION:

The following job titles or job categories are examples of potential career opportunities and are not intended as a guarantee of promotion. These career paths can change at any time.

· Senior/Lead Field Systems Support

WORK ENVIRONMENT:

Office conditions; flexibility to work weekends, evenings, and holidays; travel (local and out of state): up to 25%; able to lift up to 25 lbs.

碧艾吉（天津）科技有限公司（PX (Tianjin) Software Development Company, LLC）, 是一家美国独资的专业软件应用解决方案提供商。致力于为客户提供优质软件定制解决方案，并提供基于解决方案的相关咨询，应用开发，系统集成，商务智能及系统实施和维护等专业化服务。
我们始终秉承为客户创造价值及双赢合作的理念，以卓越的软件解决方案帮助客户达成各种需求，成为客户强有力的IT技术后盾，得到美国客户的高度赞赏。今天，我们以务实的服务理念将高品质的IT服务带入中国，帮助中国客户创造新价值。
公司历史：
公司于2007年在天津由美国著名企业Panda (US) Technologies Company, LLC全资注册成立，主要面向美国高端客户提供IT软件技术服务。中国强劲的经济发展，吸引了大批高端技术与服务进入中国。2011年，公司进驻天津空港经济区。办公面积增加到1600平方米，注册资金增加为500万美金，总投资额增加为1000万美金。公司将进入大力开拓中国市场的全新阶段。
美国洛杉矶总部熊猫快餐网站：http://www.pandaexpress.com/