Technical Support Specialist - Platform(职位编号：STG-0616277)
国际商业机器中国有限公司(IBM)
- 公司行业：计算机软件
职位信息
- 发布日期：2013-11-16
- 工作地点：北京
- 招聘人数：若干
- 工作经验：一年以上
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：技术支持/维护工程师 软件工程师
职位描述
Job description
Responsibilities:
1. Ensure support service level agreement (SLA) adherence (both initial response time and update time)
2. Review critical/tough issues and help team members to accelerate their solutions
3. Be the first level of escalation and be involved in all of the related escalations
4. Provide technical supervision to team members by analyzing customer issues, reviewing resolution options, and making decisions
5. Ensure the development and review of Knowledgebase contents
6. Control the number of process issues to no more than one per month
7. Plan the coverage for holidays, vacations and sick leave. Plan hotline rotation.
8. Demonstrate leadership – maintain a positive attitude, lead by example, demonstrate conflict resolution skills, etc.
9. Develop team technical anchors. Arrange team training and knowledge sharing.
10. Pay attention to potential issues and provide timely feedback to manager
11. Provide feedback to manager on part of individual’s performance review
12. Communicate regularly and effectively with all stakeholders, e.g. customers, team, manager, etc.
13. Work as a senior support engineer and share the team support workload
Qualifications
Solid system-level usage experience on Unix/Linux/Windows and has system administration knowledge on those operating systems.
Strong cross-product knowledge and broad industry knowledge.
Excellent ability in problem troubleshooting, analysis and solution.
Excellent communication skills and interpersonal skills – able to work with customers and people from other departments like Client Services, Sales and Development.
Outstanding productivity, top quality results, and superior problem resolution capability, role model for other support engineers
Ability to raise alarms for potential customer situations or escalations.
Leadership in support process and a driver for improved team productivity and quality. Assistance role to management.
Good project management knowledge and experience.
Good business sense.
Required
Bachelor's Degree
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Responsibilities:
1. Ensure support service level agreement (SLA) adherence (both initial response time and update time)
2. Review critical/tough issues and help team members to accelerate their solutions
3. Be the first level of escalation and be involved in all of the related escalations
4. Provide technical supervision to team members by analyzing customer issues, reviewing resolution options, and making decisions
5. Ensure the development and review of Knowledgebase contents
6. Control the number of process issues to no more than one per month
7. Plan the coverage for holidays, vacations and sick leave. Plan hotline rotation.
8. Demonstrate leadership – maintain a positive attitude, lead by example, demonstrate conflict resolution skills, etc.
9. Develop team technical anchors. Arrange team training and knowledge sharing.
10. Pay attention to potential issues and provide timely feedback to manager
11. Provide feedback to manager on part of individual’s performance review
12. Communicate regularly and effectively with all stakeholders, e.g. customers, team, manager, etc.
13. Work as a senior support engineer and share the team support workload
Qualifications
Solid system-level usage experience on Unix/Linux/Windows and has system administration knowledge on those operating systems.
Strong cross-product knowledge and broad industry knowledge.
Excellent ability in problem troubleshooting, analysis and solution.
Excellent communication skills and interpersonal skills – able to work with customers and people from other departments like Client Services, Sales and Development.
Outstanding productivity, top quality results, and superior problem resolution capability, role model for other support engineers
Ability to raise alarms for potential customer situations or escalations.
Leadership in support process and a driver for improved team productivity and quality. Assistance role to management.
Good project management knowledge and experience.
Good business sense.
Required
Bachelor's Degree
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
公司介绍
For nearly 100 years, IBM has created products to handle information. Today, as the world's largest information technology company, it invents, develops and manufactures the most advanced information technologies computer systems, software, storage systems and microelectronics. But that's just for starters. After decades as the undisputed leader in the computer hardware business, IBM has transformed itself into an information technology services business. It is passionately committed to adding value for our clients from helping to keep grocery shelves stocked to simultaneously providing medical imagery to physicians an ocean apart. Its solutions, services and consulting offerings are revolutionizing the way people, organizations and enterprises operate including itself.
在过去的近一百年里，世界经济不断发展，现代科学日新月异，IBM 始终以超前的技术，出色的管理和独树一帜的产品领导着信息产业的发展，保证了世界范围内几乎所有行业用户对信息处理的全方位需求。众所周知，早在1969年，阿波罗宇宙飞船载着三名宇航员，肩负着人类的使命，首次登上了月球；1981年哥伦比亚号航天飞机又成功地飞上了天空。这两次历史性的太空飞行都凝聚着IBM无与伦比的智慧。IBM的事业就象宇宙飞船一样永远向着更高的目标不断奋进，造福人类。
在过去的近一百年里，世界经济不断发展，现代科学日新月异，IBM 始终以超前的技术，出色的管理和独树一帜的产品领导着信息产业的发展，保证了世界范围内几乎所有行业用户对信息处理的全方位需求。众所周知，早在1969年，阿波罗宇宙飞船载着三名宇航员，肩负着人类的使命，首次登上了月球；1981年哥伦比亚号航天飞机又成功地飞上了天空。这两次历史性的太空飞行都凝聚着IBM无与伦比的智慧。IBM的事业就象宇宙飞船一样永远向着更高的目标不断奋进，造福人类。