职位描述：
RESPONSIBILITIES:
1.Initiates and supports requirement validation through inspections, simulations, and other data collection techniques to reduce the risk of failing system validation.
2.Answers, evaluates, and prioritizes requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
3.Interviews users to collect information about problem and leads users through diagnostic procedures to determine source of error.
4.Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
5.Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
6.Responsible for assuring system operations metrics, development metrics, and quality metrics through adherence to organizational quality standards and procedures
7.To carry out or assist colleagues in on-site installation, troubleshooting and maintenance of solution and software related applications.
8.Review the exceptions occurred and make adjustments to the workflow, escalation procedures or other related arrangements.
9.Conducting user requirement survey and generate statistical report of services on regular and ad hoc basis for facilitating the Contractor's business and resources, schedules if necessary.
10.To be able to provide telephone assistance to internal and external customers.
11.Responsible for guiding new Engineers or Technicians in technical work.
12.To carry out any other duties as and when assigned by the Management.
13.To ensure successful teamwork in our organization and fulfill CSA’s philosophy through actions and ensure there is an emphasis on quality and continuous improvements within your job function.
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