|
Offer RMB200~300K，工作在北京 Position 1 TSE(English/Cantonese) Qualifications: Bachelor’s degree, applicable certification or equivalent experience required 2-4 years -- Previous knowledge of any of core Network products. Experience in a high volume/support environment. Knowledge of Server hardware. Demonstrated strong customer service/support skills such as active listening, good verbal and written communication. Able to multi-task across several open cases and manage and priorities own time. Accustomed to conducting research to find answers to questions and solutions to problems from various sources. Evidence of establishing technical credibility with a wide range of customer contacts with the ability to modify behavior/approach to suit customer interaction. Ability to provide Coaching/Knowledge Transfer Ability. Responsibilities This is primarily a phone support position. The Support Engineer functions as a member of the Global Technical Services Organisation, addressing technical product questions or resolving technical problems. The Support Engineer has two primary responsibilities. First and foremost is to ensure that Network customers receive professional and helpful responses to their support requests. This may include being assigned to a high-profile or high-risk customer, or to a customer who implements Network products in an extremely large or complex computing environment. Second, is to continually participate in building the capability and capacity of the Technical Services Organisation. Responds to inquiries from corporate MIS customers, resellers, partners, consultants, development and/or maintenance teams via telephone, electronic services. Ensure that all communications will be handled promptly, professionally and courteously. Gathers and records detailed information from customers to assist in problem identification and resolution, exercises independent thinking in trouble resolution skills. Resolves escalated complex customer issues in a timely fashion. Collects information related to product enhancement requests as well as fully documenting software problems from customers. Works on various projects such as writing documentation, training of other employees, conducting research on customer problems and other duties to directly related to supporting customers. Organizational position This is primarily a frontline phone support position (50% phone) with research done to investigate single customer issues. Success Factors Required Attributes: Highly knowledgeable on product(s) supported Possesses practical hands-on oriented knowledge Has demonstrated system administration skills in Unix and Windows Capable of working with related hardware systems such as tape drives and libraries Possesses specialized knowledge in either documentation, testing, or programming SQL and scripting capabilities Demonstrated capabilities in database administration Demonstrated ability in SAN Demonstrated ability with OS related applications (MS Exchange, Oracle DB, etc) Knowledgeable on large/complex network topology and computer systems Capable of working with Unix on multiple hardware platforms Familiar and comfortable with the technical support process Substantial knowledge of computer technology, such as DNS, host files, and IP addressing Knowledge of business processes and how NETWORK products are used within client environments Personal Attributes: Problem Solving/Analytical Skills Effective Communication (typing skills, verbal and written) Customer Focus Teamwork Enthusiasm Flexibility Results Focused Focus on Relationships Organisational Skills Expertise (maintaining professional in own discipline) Knowledge Attributes Required: Advanced Windows Server OS (2000 and later) Advanced Windows Client OS (XP, 200 Workstation) Networking/TCP/IP/SMTP/Advanced Routing/Firewalls/Switches Advanced Email system administration knowledge (Multiple) Advanced Directory services knowledge (Multiple) Core dump, User Dump and advanced log analysis Basic programming skills Industry Certifications (MCSE, CNE, CSP) Troubleshooting Tools (Filemon, Regmon, Windbg, etc) Knowledge Attributes Preferred: Intermediate Windows Server OS (2000 and later) Intermediate Windows Client OS (XP, 200 Workstation) Intermediate NetWare Administration Advanced Unix Knowledge (at least one) HPUX/SCO/Solaris Advanced Linux Knowledge (at least one) Redhat/RedFlag Hardware (SCSI, Storage devices, SAN, Clustering, Tape Devices, Libaries) Advanced Database knowledge (at least one) MS SQL/Oracle/Rman/DB2 ++++++++++++++++++++++++++++++++++++++++++++++++ Position 2 Sr. TSE Qualifications: Bachelor’s degree, applicable certification or equivalent experience required 4-6 years Entry point for L2 • Troubleshooting, deductive reasoning, proven judgment • Real world skills such as IT professionals, network administrators, etc. • Bachelors degree in Computer Science or a related field. Equivalent experience of 3+ years managing enterprise networks or administrating security software will be considered. • Proficiency in contemporary operating systems, advanced networking concepts, and computer security concepts • Possess various industry certifications - A current industry certification (MCSE, CCNA, CISSP, RHCE, RHCT) is preferred. • Negotiation, Priority setting, Time Management • Written and verbal communication skills • Well rounded understanding of Network products and in-depth knowledge of a subset of products. *Provide help, training and mentoring to L1 and the regional support centers. Responsibilities The Senior Support Engineer has an understanding of all Network products in their competencies and in-depth knowledge of several products and/or platforms. The individual is highly experienced in multiple platforms and completes assigned duties with minimal direction from Technical Services Leadership. Routinely acts independently while researching and developing solutions to customer issues. Sought by others to provide specialty knowledge to assist them in problem solving. Routinely monitors and develops electronic content to enable customer self-sufficiency. The Sr. Support Engineer has three primary responsibilities. First and foremost is to ensure that Network customers receive professional and helpful responses to their service requests. Second, is to continually participate in building the capability and capacity of the technical support organisation. Third, is to make a contribution to the development and improvement of Network products. Organizational position This is primarily an advanced frontline phone support position with additional research done to investigate customer issues. (40% phone) It could also be an entry level backline position (20% phone) Success Factors Required Attributes: In-depth knowledge of Networking environments Knowledge of Network product(s) supported In-depth knowledge of Storage environments Demonstrated hands-on technical knowledge In-depth System Administration skills in Linux, Unix or Windows Operating Systems Strong, demonstrated customer service/support skills Ability to “read” the customer and adapt behavior / approach Proven Customer communication skills Scripting experience Industry recognized Certifications and Network product Certifications Ability to establish technical credibility with a wide range of customer contacts Personal Attributes: Problem Solving/Analytical Skills Effective Communication (typing skills, verbal and written) Customer Focus Teamwork Enthusiasm Flexibility Results Focused Focus on Relationships Organisational Skills Expertise (maintaining professional in own discipline) Coaching/Knowledge Transfer Ability Influencing/Negotiating Escalations Management Knowledge Attributes Required: Expert Windows Server OS , Microsoft applications (SharePoint, DPM, MOM, SMS) knowledge Expert Windows Client OS (XP, 200 Workstation) Advanced Unix Knowledge (Multiple) Advanced Linux Knowledge (Multiple) Networking/TCP/IP/SMTP/Advanced Routing/Firewalls/Switches Advanced Database knowledge (at least two) Advanced Email system administration knowledge (Multiple) Advanced Directory services knowledge (Multiple) Active Directory Core dump, User Dump and advanced log analysis Intermediate programming skills Industry Certifications (MCSE, CNE, CSP) Troubleshooting Tools (Filemon, Regmon, Windbg, etc) In-depth Knowledge of Network product to the level of understanding the modules in the product and their interactions with each other and the Operating System Knowledge Attributes Preferred: Intermediate NetWare Administration Hardware (SCSI, Storage devices, SAN, Clustering, Tape Devices/Loaders) Intermediate Database knowledge 另有著名外企在大陆招聘企业信息安全架构设计、顾问、审计职位，要求有ISO27001/CISSP证书及相关工作经验，有兴趣者请发CV给我，guigua8888@hotmail.com |
