爱特优科信息技术(北京)有限公司<br>技术支持工程师Technical Support Engineer<br>
Job Responsibilities: <br>1.Learn and understand software applications built by other people or companies. <br>2.Receive support request when applications behave in an unexpected way <br>3.Constantly and directly communicate with clients in both written and oral English to report the application problems. <br>4.Analyze information in the database and judge whether it is a data integrity problem; if not, find out the source of the problem. <br>5.Find out the possible causes of failure, including problems from external parties. <br>6.Analyze problems and provide solutions. <br>7.Code minor changes to applications source code <br><br>Job Requirements: <br>1.Bachelor Degree or above in Computer Science, or related major. <br>2.At least one year’s work experience in the related fields (a candidate with master’s degree but without work experience is also acceptable). <br>3.Have flexible availability because it is possible to receive support request during the evening or on weekends. <br>4.Good English communication skills, both written and oral. <br>5.Good analytic skills. <br>6.Knowledge of related databases to create tables an indexes and record procedures with related databases(SQL, …) <br>7.Knowledge of one or more development languages, including Java (JSP/Servelets), VB, SQL, Oracle Forms/Reports , JDE, Clarify, Oracle DBA, Oracle ERP.<br>8.Development application experience is a plus. <br><br><br>工作职责: <br>1.学习理解并使用第三方软件。 <br>2.接受系统运转不正常时的支持请求。 <br>3.使用英语直接与客户保持接触,报告系统问题。 <br>4.判断数据库中的信息是否属于数据整合的问题,并找出问题原因。 <br>5.查找系统故障的可能原因,包括来自外部的影响因素。 <br>6.分析问题并提供解决方案。 <br><br><br>任职要求: <br>1.计算机相关专业本科以上学历 <br>2.一年以上相关领域工作经验(应届硕士毕业生无工作经验也可) <br>3.可以适应弹性工作时间 <br>4.熟练的英文口头及笔头交流能力 <br>5.良好的分析能力 <br>6.熟悉数据库并能做记录 <br>7.至少熟悉以下一种开发语言:Java (JSP/Servelets), VB, SQL, Oracle Forms/Reports , JDE, Clarify, Oracle DBA, Oracle ERP</p>
不限总公司:北京朝阳区左家庄1号国门大厦A座518室/分公司:上海浦东南路855号世界广场17层J室
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韦伯森斯网络安全技术研发(北京)有限公司<br>Technical Support Engineer / 技术支持工程师<br>
Job Summary <br>Answer telephone or written inquiries from customers regarding Websense and select third-party products, <br>analyze software and system configurations to identify and diagnose customer-reported issues and recommend <br>corrective actions, maintain records of customer contact to track customer history and report recurring <br>problems to software development group, escalate complex issues to appropriate functional team and perform <br>special projects as assigned. <br><br>Essential Functions <br>Provide technical support via phone and email for Websense software products: answer technical inquiries, <br>diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to <br>resolution or escalate if no resolution can be found. <br>Document all technical inquiries and customer-reported problems in the customer tracking database, including <br>the nature of the inquiry, and the resolution recommended. <br>Multi-task, prioritize and organize all calls and e-mails sent to you and assigned to you. <br>Adhere to company policies and procedures regarding customer handling processes, service entitlement <br>verification, customer registration and problem escalation. <br>Maintain an electronic record of technical information to research possible solutions to customer-reported problems. <br>Conduct user satisfaction surveys, and provide recommendations on process refinements to support the findings. <br>Contribute potential technical workarounds or resolutions via interaction in technical discussions and <br>via knowledge base documentation. <br>Perform special projects and duties as assigned. <br><br>Requirements <br>Strong understanding of customer-support standards and processes, including problem resolution, <br>in an end-user computing environment. <br>General knowledge of Microsoft Office and experience creating procedural documentation. <br>Thorough understanding of how computers operate, including familiarity with hard-drives, memory, <br>networks, and other hardware. <br>Basic understanding of TCP/IP, Firewalls, Routing, Network Administration, Proxy Servers, DNS/DHCP, <br>Windows 2000, NT, Directory Services. <br>Commitment to providing exceptional customer service and providing measurable results that demonstrate <br>quality customer care. <br>Professional and effective communications skills – both verbal and written. Ability to effectively interact <br>and maintain professionalism with customers at all levels via phone and email. <br>Ability to follow through on both verbal and written instructions and effectively adhere to company <br>and department procedures. <br>Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required <br>deadlines. <br>Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve <br>basic and complex technical problems and handle customer requests. <br>Ability to work independently and as part of a team in a customer-driven, fast-paced environment. <br>Accurately type 35-50+ wpm <br><br>Training and Experience <br>Bachelor's degree in Information Systems, Computer Science, or related degree required. <br>Three years' customer service experience in a professional industry, in an end-user computing environment, <br>utilizing effective phone and email communication skills. <br>Experience with some of the following: TCP/IP, Firewalls, Routing, Network Administration, DNS/DHCP, Proxy Servers, <br>Windows 2000, NT, Novell, Directory Services, SQL, Unix, Linux, Solaris. Prefer strong experience in one or <br>more of the following areas: Cisco and Checkpoint firewalls, Microsoft Proxy/ISA Server, SQL Server. <br>Certifications and/or coursework in some of the following areas: Websense, TCP/IP, Firewalls, Routing, Network <br>Administration, DNS/DHCP, Proxy Servers, Windows 2000, NT, Novell, Directory Services, SQL, Unix, Linux, Solaris. <br>Chinese and English required, Japanese a plus</p>
不限
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