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以下是一家知名在台外商剛釋放出的一年約聘缺(可續聘) -- Support Engineer，全用英文描述，但耐心閱讀，若你看得懂並與你所學、專長接近，請將你的英文履歷寄給我(chiyu@scu.edu.tw)，有可能這缺就是你的了(很多條件不錯的人可能被英文打敗)。
The Platform Support Engineer will lead customer to revolve issue on Server and Management products. Manage the relationship with these customers and document their cases. Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues through timely response, resolution, interpersonal collaboration and execution.
MAIN RESPONSIBILITIES
• Technical assistance includes trouble-shooting and compatibility.
• On-duty responsibility by answering phone calls from customers at appointed on duty time.
• Demonstrate the ability to manage a broad range of issues and critical situations.
• Triage issues through impact assessment and initial investigation
• Determine the priority of escalations received and ensure it is handled within the given SLA
• Collaborate effectively with various groups to drive resolution
• Ensure appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner
• Take an active role in collecting and relaying enhancements feedback on existing processes and workflows
• Utilize effective multi lingual verbal/written skills to communicate with premier partners, vendors, service operations center and various Microsoft groups via electronic correspondence or telephone.
• Participate in shift support coverage schedule providing timely, reliable and high-quality response, e.g. morning shift
• Technical assistance includes trouble-shooting and compatibility.
• On-duty responsibility by answering phone calls from customers at appointed on duty time.
• Demonstrate the ability to manage a broad range of issues and critical situations.
• Triage issues through impact assessment and initial investigation
• Determine the priority of escalations received and ensure it is handled within the given SLA
• Collaborate effectively with various groups to drive resolution
• Ensure appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner
• Take an active role in collecting and relaying enhancements feedback on existing processes and workflows
• Utilize effective multi lingual verbal/written skills to communicate with premier partners, vendors, service operations center and various Microsoft groups via electronic correspondence or telephone.
• Participate in shift support coverage schedule providing timely, reliable and high-quality response, e.g. morning shift
Key Measure:
• Solid understanding of standard computer science concepts, personal computer architecture and networking required.
• Must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
• Strong communication, problem solving and technical writing skills; excellent customer service and support skills required
• Solid understanding of standard computer science concepts, personal computer architecture and networking required.
• Must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
• Strong communication, problem solving and technical writing skills; excellent customer service and support skills required
Requirements:
• At least 2 years of Technical Support experience (in a Tier 2 or 3 role) including experience with technical support operational metrics, Customer Sat, MPI’s, SLA’s
• Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience is preferred.
• Be familiar with Microsoft functionalities in most products, and skilled in Windows Server 2008/2012, Active Directory and Clustering, System Center Products and Virtualization technologies and products such as Hyper-V or VMWare.
• Effective learning skills, Works well in a team environment,
• Having experience on Microsoft Cloud technologies will be preferred.
• Be open and respective, passion in new technology research and adoption.
• Quick learning ability is required. And can take BIG challenge.
• At least 2 years of Technical Support experience (in a Tier 2 or 3 role) including experience with technical support operational metrics, Customer Sat, MPI’s, SLA’s
• Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience is preferred.
• Be familiar with Microsoft functionalities in most products, and skilled in Windows Server 2008/2012, Active Directory and Clustering, System Center Products and Virtualization technologies and products such as Hyper-V or VMWare.
• Effective learning skills, Works well in a team environment,
• Having experience on Microsoft Cloud technologies will be preferred.
• Be open and respective, passion in new technology research and adoption.
• Quick learning ability is required. And can take BIG challenge.
Skills, Knowledge and Abilities:
• Excellent demonstrated customer service skills,
• Familiar with Microsoft platform
• Self-driven, aggressive and out-going
• Strong problem-solving skills, MCSE or MCITP
• Spoken and written English and Mandarin, English proficiency equivalent to TOEIC test score 650 will be a plus (並非精通程度)
• Good initiative, motivation, communication skills and good team member
• Excellent demonstrated customer service skills,
• Familiar with Microsoft platform
• Self-driven, aggressive and out-going
• Strong problem-solving skills, MCSE or MCITP
• Spoken and written English and Mandarin, English proficiency equivalent to TOEIC test score 650 will be a plus (並非精通程度)
• Good initiative, motivation, communication skills and good team member
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