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Technical Support Engineer |
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| 发布日期： |
2007-05-11 |
工作地点： |
北京市 |
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| 招聘人数： |
若干 |
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| 薪水范围： |
面议 |
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职位描述：
Location:Beijing or Shanghai
Key Responsibilities:
Provide technical support for customers maintained by BT. In particular, provide technical diagnosis and resolution of customer reported faults within agreed timescales with the customer.
Co-ordinate and manage the activities of Carriers, Field Engineers and Third Party service providers engaged in the repair of customer's services and equipment.
Work with project managers, technical designers and account teams in implementing projects.
Provide On call after hours support for customer related fault escalations.
Maintain and utilize a lab network for testing/simulating customer faults.
To maintain customer inventory on all Customer Reception Centre systems making full use of the information and maintenance systems appropriate to the services supported. Program customer network elements into monitoring systems and ensure communication with those elements. Implement back-up procedures.
Understand the regulatory, fair trading, and competition rules relating to the role sufficiently to be able to comply with them. Seek vendor support / specialist support where appropriate.
To actively support, at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information.
Analysing performance, highlighting problem areas and identifying improvement actions for the team and individuals against targets.
Essential Competencies
Owns customer's problems and appropriate actions to ensure that the fault/ issue is fixed to the customer's satisfaction.
To ensure full awareness of the need to safeguard sensitive information at all times so that customers perceive BT to be a trustworthy organisation.
Demonstrates an understanding of how the role can contribute to revenue generation and cost reduction
Demonstrates understanding of team roles, and commitment to team decisions.
Encourages open two-way communication and demonstrates actions that are consistent with words
Positively accepts and learns from feedback
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BT Global Services is BT's business communications division, providing a complete range of integrated communications and IT services to customers world-wide. We specialize in flexible and innovative services to fulfill our customers' end-to-end communication needs with maximum clarity and control. Our focus is on multi-site organizations in Europe, as well as those in the US and Asia Pacific with substantial European operations. To provide this service, we have a culturally-attuned human network around the world.
With the growth of our business in China, we are looking for talents to be part of BT people and contribute joyfully together.
Equal Employment Opportunity
We will make all resourcing decisions in line with our equal opportunities policy, including our '2 ticks' registration in the UK. For full details of BT's Equal Opportunity Policy, please visit our Website. |
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