转一个linkedIn上的。。Sophos 在招Technical Support，还要会说中文。。

hanhan0408

Technical Support Engineer
Sophos - North Sydney
Posted 4 days ago


ob description
As one of the world’s leading IT security vendors we are looking for a conscientious and patient problem solver who can provide excellent customer service, has an eye for detail and can build a good rapport with customers as part of our technical support team.Based from our North Sydney Office, which is the Asia Pacific headquarters, your main duties and responsibilities will involve:
Providing technical support to customers via telephone and email in line with departmental measures
Ensuring that high levels of customer service and any SLAs are met
Handling up to 2nd level support issues
Recording all activities in the department’s call logging system
Researching incidents by replicating customer issues within a test environment
Escalating any necessary issues for further troubleshooting until the problem is resolved
Assist in the building and maintenance of Test lab infrastructure
Producing technical articles based on support incidents
Participating in regular team meetings and team training
N.B. This position is not an internal IT Helpdesk role but is a PHONE and EMAIL SUPPORT role.



Desired Skills and Experience
Essential Skills & Experience:
Chinese language skills
Strong technical background
Supporting customers over the phone and via email
Working in Microsoft Windows environments
Working in a Linux/Unix environment
Operating effectively in a team environment
Meeting and exceeding defined levels of service delivery
Excellent written and verbal communication skills
Excellent customer service skills
Desirable Skills & Experience:
Working with Active Directory and SMTP
Working in Macintosh environments