Position: Service Desk Engineer
Location: BeiJing
Purpose:
To answer and process all inbound calls to the helpdesk as necessary in order to provide the best possible service to Orange Business Service China customers and to meet service level agreements. To be accountable for the overall customer interface management and the vendor management. To be a SPOC for any special non-standard bid requirement for customers in China. Provide outstanding customer experience and contribute to China revenue growth.
Responsibilities:
Escalates end user issues to vendors and address it in a timely resolutions.
To answer inbound phone calls from customers in order to meet SLA to answer responsiveness.
To provide a professional first point of contact for China IS customers
To be the customer advocate and have the ability to diffuse difficult situations.
To open fault reports for customers in our tools and work direct with vendors (e.g. Avaya)
and address customer issues.
To provide 24x7 second level technical support with available tools and systems.
To directly dispatch FOIS Field engineer if hardward fault is occurred and ensure the hardware issue is resolved within SLA.
Act as SPOC for vendor management and customers. To liase with other vendors particularly for equipment manufacturers and System integration companies in addressing IPT, DSL, IPSec and IDC faults and ensure the fault is properly resolved in timely manner.
Provide continual updates to the customer in order to meet contractual and performance objectives.
Shift work is required.
Skills/Experience/Qualifications:
Experience of working in a help-desk environment & a general knowledge of IT is highly desirable.
Candidates are required to demonstrate outstanding communication & inter-personal skills and be able to work well in a team environment.
Excellent listening, questioning and analytical skills along with the ability to remain calm under pressure & work in a concise, clear focused manner are necessary.
Preferable have good data networking knowledge (i.e. IP, routing, VoIP, etc) and product knowledge e.g. Cisco IPT, Avaya
Ability to work under pressure & multi-task
Good interpersonal and communications skills.
Good time management, coordination skills
Proficient in English and Mandarin.
Good understanding of Unix
Knowledge of IP, SMTP, DNS, SNMP, DHCP and routing/switching technologies.
Experience in a server LAN/WAN environment supporting Windows server 2003, MS Exchange 2003 & DNS services
发表于 2013-7-9 10:04:47
