- 工作地点：上海
- 职位：
- 信息来源：同济大学
说明：
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通用集团招聘岗位信息
发布时间：2011年03月31日 14:00
| 作者：同济大学就业指导中心
| 阅读人数：7
Task of IT helpdesk Engineer
Job Description :
· Close integration with the Business Command Center,
· Monitoring of incidents/problems/service requests against SLA, metrics; Notification and escalation to management & reporting against required functions
· Identify and resolve minor technical issues e.g. Job aborts, Report failures, Events triggered through notification mechanisms.
· Categorize and prioritize incoming incidents and service requests
· Dispatch cases to deeper support levels 2. Dispatch cases to corresponding infrastructure support team if related to infrastructure, dispatch cases to application support team if related to application.
· Coordinate end user communications in the form of telephone calls, electronic transmissions, paper forms, broadcast notifications, etc.
· Communicate call information to the responsible internal or external service provider.
· Track calls to ensure timely response (in accordance with agreed service levels).
· Communicate between teams in the support model and business partners regarding app status/issues.
· 24x7 IT operation support
Candidate Profile :
-Bachelor degree or above, major in Computer Science, or related area
-Relevant working experience with preference in MNC
-Good understanding of basic daily user support and helpdesk process
-Good understanding of general desktop hardware and software in Microsoft Windows and Office
-Good understanding of basic network knowledge and VOIP related (CCNP or AVAYA/Genesys with preference)
-Sound knowledge for Oracle DB or Weblogic (Relevant experience is preferred)
-Sound knowledge for Unix/Linux (Relevant experience is preferred)
-Ability to work under pressure, multi-task and prioritize in a fast paced and dynamic environment
-Strong commitment and team spirit
-Strong communication and presentation skills
-Self management skills and initiative and a proactive way of work
-Fluently English communication skill (CET-6 is necessary)
Mail: cicy.lu@
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