Technical Support Engineer(IT)
泰科消防保安系统国际贸易（上海）有限公司
- 公司规模：150-500人
- 公司性质：外资(欧美)
- 公司行业：建筑/建材/工程 仪器仪表/工业自动化
职位信息
- 发布日期：2014-08-17
- 工作地点：上海
- 招聘人数：1
- 工作经验：二年以上
- 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
职位描述
Position: L2 Technical Support Engineer
Reports to: Manager Technical Support
The Segment
Tyco Security Products, a business unit of Tyco International, is a unified group of world-leading access control, video and intrusion brands. Operating in more than 40 offices with over 2000 employees, these brands - American Dynamics, Bentel, CEM Systems, DSC, Visonic, Kantech, Software House and Sur-Gard - have more combined years of experience in the security industry than any other group in the world. Our security integration platforms, built by our developers from across all product disciplines allow our customers to see more, do more, and save more.
Job Overview
To provide to high quality, innovative, technical support for Security Product’s diversified customer base and support customer logging technical issues through the provision of telephone and or field support. Provide commissioning and related services inclusive of fault finding, customer and integrator on/off site training and upgrades.
Essential Education & Experience
Bachelor's degree (B.A., B.S.) from a college or university with relevant work related experience; or equivalent combination of education and work related experience.
3 – 5 years working and supporting various electronic or IT solutions in a field environment installing, troubleshooting and understanding specialized hardware, software and networking equipment in a technical capacity.
Electronics: Experience in Electro Magnetic principles and Radio Frequency (RF) technology.
Software: Thorough Windows commissioning and administration knowledge – especially XP, 2003, and 2008 (minimum 5 years) with knowledge of Linux also preferred.
Hardware: Understand PCB technology including flashing boards and configurations using switches and jumpers, adding RAM and CPU chips, configure, and install PC boards (e.g. VGA boards, CPUs, SCSI controllers, network cards).
Databases: Core skills for building, managing and troubleshooting databases around Microsoft SQL Server 2005 and 2008.
Networking: CNE certified or equivalent who has an advanced understanding of TCP/IP addressing and configuration, Ethernet networks, hubs, routers, network security and Lan/Wan switching. Ability to perform complex network troubleshooting.
Very good understanding or demonstrate aptitude or have past experience providing remote telephone diagnostics.
Essential Competencies & Skills
Integrity, Excellence, Accountability, Communication, Innovation, Problem Solving & Analysis, Technical Expertise and Teamwork.
English language will be mandatory with other languages also preferred.
Highly developed technical expertise.
Ability to synthesize and decide best communication approaches for technical issues and information.
Problem solving and decision making skills.
Analytical and risk management skills.
Influencing and negotiation skills
Integrity
Highly adept customer facing skills.
Effective communication, tracking and escalating skills to key stakeholders
Job Responsibilities
Assists the call centre engineers with technical issues which also includes handling phone support calls offering customers the best resolve, solutions and answers to all technical inquires
Able to document technical issues accurately so that issues can be tracked, escalated and closed with satisfaction for all customers.
Enter all problems into databases so that all information can be tracked and utilized for the betterment of the customer and internally.
Fulfils other relevant technical support duties, as defined by the manager, in order to be successful within the technical support department.
Works according given instructions and within quality procedures and –regulations, as described in the quality manual, in such way that internal and external quality demands are met.
Works, according to given policies and guidelines regarding HSE, in such way that for the employee self and his colleges a safe, healthy and pleasant work environment is created.
Offer field support when issues cannot be solved by phone and more information is needed to close and solve customer issues.
Job Profile Breakdown:
100% Technical Support and Site Field Service Investigations
o Answer in/out Customer Technical inquires
o Administration/Logging Customer problems
o Test and Troubleshooting Customer problems
o Escalation and Management of Customer problems
As a Technical Support Engineer, the successful candidate will have responsibility for:
Analyzing technical data to determine a resolution to expedite customer issues and, where appropriate, provide onsite support to close activities.
Liaising with key stakeholders to ensure technical queries are well defined and understood, communicating accurate status in a timely manner to support closure of actions - ensuring all dependencies and risks have been identified, managed or mitigated.
Providing professional services support inclusive of onsite commissioning, fault finding, customer and integrator training and systems upgrade.
Managing the preliminary commissioning requirement documentation ensuring they are customer qualified and reflect accurate status of actions and agreements.
Developing management handover report post commissioning phase.
Reporting regular status updates (achievements and issues), according to managers requirements, on matters relating to professional service, technical training and support.
Location
The job will be based in Shanghai, China with a some degree of travel (potentially, two or more days travel per month). Travel remit covers EMEA region.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Although no job description can adequately detail the full scope of duties necessary, the requirements listed above are a representation of the levels of knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable an individual with disabilities to perform these activities.
职责：
负责公司的security products(门禁系统)的软件及硬件产品，根据客户的定制需求做应用编程及二次开发
Linux平台
为国内外客户提供电话及现场的技术支持，能与客户的海外团队做英文的技术沟通
要求：
计算机相关专业本科以上学历，3年左右IT 行业技术支持经验，熟悉Linux平台
口语流利，能参加国际电话会议
一旦入职，公司将提供国内及国外半年以上在岗培训，所以要求候选人履历非常稳定
地点：金桥
Reports to: Manager Technical Support
The Segment
Tyco Security Products, a business unit of Tyco International, is a unified group of world-leading access control, video and intrusion brands. Operating in more than 40 offices with over 2000 employees, these brands - American Dynamics, Bentel, CEM Systems, DSC, Visonic, Kantech, Software House and Sur-Gard - have more combined years of experience in the security industry than any other group in the world. Our security integration platforms, built by our developers from across all product disciplines allow our customers to see more, do more, and save more.
Job Overview
To provide to high quality, innovative, technical support for Security Product’s diversified customer base and support customer logging technical issues through the provision of telephone and or field support. Provide commissioning and related services inclusive of fault finding, customer and integrator on/off site training and upgrades.
Essential Education & Experience
Bachelor's degree (B.A., B.S.) from a college or university with relevant work related experience; or equivalent combination of education and work related experience.
3 – 5 years working and supporting various electronic or IT solutions in a field environment installing, troubleshooting and understanding specialized hardware, software and networking equipment in a technical capacity.
Electronics: Experience in Electro Magnetic principles and Radio Frequency (RF) technology.
Software: Thorough Windows commissioning and administration knowledge – especially XP, 2003, and 2008 (minimum 5 years) with knowledge of Linux also preferred.
Hardware: Understand PCB technology including flashing boards and configurations using switches and jumpers, adding RAM and CPU chips, configure, and install PC boards (e.g. VGA boards, CPUs, SCSI controllers, network cards).
Databases: Core skills for building, managing and troubleshooting databases around Microsoft SQL Server 2005 and 2008.
Networking: CNE certified or equivalent who has an advanced understanding of TCP/IP addressing and configuration, Ethernet networks, hubs, routers, network security and Lan/Wan switching. Ability to perform complex network troubleshooting.
Very good understanding or demonstrate aptitude or have past experience providing remote telephone diagnostics.
Essential Competencies & Skills
Integrity, Excellence, Accountability, Communication, Innovation, Problem Solving & Analysis, Technical Expertise and Teamwork.
English language will be mandatory with other languages also preferred.
Highly developed technical expertise.
Ability to synthesize and decide best communication approaches for technical issues and information.
Problem solving and decision making skills.
Analytical and risk management skills.
Influencing and negotiation skills
Integrity
Highly adept customer facing skills.
Effective communication, tracking and escalating skills to key stakeholders
Job Responsibilities
Assists the call centre engineers with technical issues which also includes handling phone support calls offering customers the best resolve, solutions and answers to all technical inquires
Able to document technical issues accurately so that issues can be tracked, escalated and closed with satisfaction for all customers.
Enter all problems into databases so that all information can be tracked and utilized for the betterment of the customer and internally.
Fulfils other relevant technical support duties, as defined by the manager, in order to be successful within the technical support department.
Works according given instructions and within quality procedures and –regulations, as described in the quality manual, in such way that internal and external quality demands are met.
Works, according to given policies and guidelines regarding HSE, in such way that for the employee self and his colleges a safe, healthy and pleasant work environment is created.
Offer field support when issues cannot be solved by phone and more information is needed to close and solve customer issues.
Job Profile Breakdown:
100% Technical Support and Site Field Service Investigations
o Answer in/out Customer Technical inquires
o Administration/Logging Customer problems
o Test and Troubleshooting Customer problems
o Escalation and Management of Customer problems
As a Technical Support Engineer, the successful candidate will have responsibility for:
Analyzing technical data to determine a resolution to expedite customer issues and, where appropriate, provide onsite support to close activities.
Liaising with key stakeholders to ensure technical queries are well defined and understood, communicating accurate status in a timely manner to support closure of actions - ensuring all dependencies and risks have been identified, managed or mitigated.
Providing professional services support inclusive of onsite commissioning, fault finding, customer and integrator training and systems upgrade.
Managing the preliminary commissioning requirement documentation ensuring they are customer qualified and reflect accurate status of actions and agreements.
Developing management handover report post commissioning phase.
Reporting regular status updates (achievements and issues), according to managers requirements, on matters relating to professional service, technical training and support.
Location
The job will be based in Shanghai, China with a some degree of travel (potentially, two or more days travel per month). Travel remit covers EMEA region.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Although no job description can adequately detail the full scope of duties necessary, the requirements listed above are a representation of the levels of knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable an individual with disabilities to perform these activities.
职责：
负责公司的security products(门禁系统)的软件及硬件产品，根据客户的定制需求做应用编程及二次开发
Linux平台
为国内外客户提供电话及现场的技术支持，能与客户的海外团队做英文的技术沟通
要求：
计算机相关专业本科以上学历，3年左右IT 行业技术支持经验，熟悉Linux平台
口语流利，能参加国际电话会议
一旦入职，公司将提供国内及国外半年以上在岗培训，所以要求候选人履历非常稳定
地点：金桥
公司介绍
泰科消防保安 tyco Fire & Security
作为泰科国际的核心业务部门的泰科消防保安，旗下拥有60多个国际知名品牌，年销售收入超过180亿美元，在全球有超过10万名员工。它生产的产品包括全系列的电子安防系统、消防报警/自动灭火系统，灭火器材及生命防护系统等，并在每个行业都处于领先的地位。从系统的设计、生产到产品的安装和维护，泰科消防保安为您提供一站式服务。
我们的客户及市场涵盖：
－75％ Top 100世界知名炼油厂
－80％ 海洋商业运输船
－90％ 财富杂志500强企业
－5大洲公共交通运输系统
－300个国际机场
－26000家消防部门
在亚洲，拥有包括中国在内的14个国家和地区分支机构的泰科消防保安亚洲公司同样为您提供高品质的产品和增值方案，为您的居家、事业、家庭和员工提供安全保障。全球近千名的研发人员及每年1亿美元的研发经费确保我们提供的所有产品和方案都会为我们的客户降低业务成本，提高效率作出贡献。
我们的解决方案：
－消防系统
－安防系统
－交通解决方案
－系统设计与集成
－设施管理
－服务和维护
泰科消防保安 － 中国
泰科消防保安已伴随中国经济的高速发展走过了十几个年头。那些泰科旗下耳熟能详的品牌：Simplex（新普利斯）, Thorn（科艺）, Ansul（安素）, Sensormatic（先讯美资）, AD（美国动力）成功地安装并运行在数以千计的工业和民用项目中，其中不乏许多的国家的重点工程，如人民大会堂、故宫博物院、中央电视塔、香港新机场、北京首都机场、上海浦东机场、上海及广州地铁、上海赛科石化项目等。如今，泰科消防保安已在全国各主要城市和地区设有公司及分支机构，销售网络更是遍及全国各地，年销售收入超过5亿元，有超过300名员工。
我们不仅注重为客户提供泰科世界一流的产品，更加注重为客户提供整体的解决方案，包括消防安保综合系统设计与施工、工程项目管理、产品售后的系统维护服务等。上海地铁一、二号线这个全中国目前规模最大、技术难度最复杂的火灾自动报警及控制工程就是一个典型的例证。泰科的项目人员为该项目提供了设计，设备材料供应，施工安装，开通调试的全面服务，随着地铁各车站的顺利开通，我们以一流的产品、精湛的技术和优质的服务赢得了政府和专家的普遍赞誉。
作为全球最大的消防和电子保安系统的制造、安装和服务商的泰科消防保安公司在中国的本土化企业，我们坚信秉承泰科“诚信、团队合作、卓越经营、负责任”的价值观，以世界级的品牌和本土的才智，一定能够伴随中国的经济发展和我们的客户共同前进!
作为泰科国际的核心业务部门的泰科消防保安，旗下拥有60多个国际知名品牌，年销售收入超过180亿美元，在全球有超过10万名员工。它生产的产品包括全系列的电子安防系统、消防报警/自动灭火系统，灭火器材及生命防护系统等，并在每个行业都处于领先的地位。从系统的设计、生产到产品的安装和维护，泰科消防保安为您提供一站式服务。
我们的客户及市场涵盖：
－75％ Top 100世界知名炼油厂
－80％ 海洋商业运输船
－90％ 财富杂志500强企业
－5大洲公共交通运输系统
－300个国际机场
－26000家消防部门
在亚洲，拥有包括中国在内的14个国家和地区分支机构的泰科消防保安亚洲公司同样为您提供高品质的产品和增值方案，为您的居家、事业、家庭和员工提供安全保障。全球近千名的研发人员及每年1亿美元的研发经费确保我们提供的所有产品和方案都会为我们的客户降低业务成本，提高效率作出贡献。
我们的解决方案：
－消防系统
－安防系统
－交通解决方案
－系统设计与集成
－设施管理
－服务和维护
泰科消防保安 － 中国
泰科消防保安已伴随中国经济的高速发展走过了十几个年头。那些泰科旗下耳熟能详的品牌：Simplex（新普利斯）, Thorn（科艺）, Ansul（安素）, Sensormatic（先讯美资）, AD（美国动力）成功地安装并运行在数以千计的工业和民用项目中，其中不乏许多的国家的重点工程，如人民大会堂、故宫博物院、中央电视塔、香港新机场、北京首都机场、上海浦东机场、上海及广州地铁、上海赛科石化项目等。如今，泰科消防保安已在全国各主要城市和地区设有公司及分支机构，销售网络更是遍及全国各地，年销售收入超过5亿元，有超过300名员工。
我们不仅注重为客户提供泰科世界一流的产品，更加注重为客户提供整体的解决方案，包括消防安保综合系统设计与施工、工程项目管理、产品售后的系统维护服务等。上海地铁一、二号线这个全中国目前规模最大、技术难度最复杂的火灾自动报警及控制工程就是一个典型的例证。泰科的项目人员为该项目提供了设计，设备材料供应，施工安装，开通调试的全面服务，随着地铁各车站的顺利开通，我们以一流的产品、精湛的技术和优质的服务赢得了政府和专家的普遍赞誉。
作为全球最大的消防和电子保安系统的制造、安装和服务商的泰科消防保安公司在中国的本土化企业，我们坚信秉承泰科“诚信、团队合作、卓越经营、负责任”的价值观，以世界级的品牌和本土的才智，一定能够伴随中国的经济发展和我们的客户共同前进!
联系方式
- 公司地址：上班地址：桥西区万象天成