工作职责:
1. Ticket handling: Receive and analyze IT tickets escalated from the 1st line or customer site team. Prioritize and categorize based on urgency, impact, and customer requirements.
2. Incident resolution and problem solving: Investigate reported issues, reproduce in a controlled environment, and identify the root cause. Develop and implement solutions or workarounds to resolve the issues promptly.
3. Technical expertise: Possess in-depth knowledge of the software technologies being supported. Make sure the impact of incidence shall be minimized as much as possible.
4. Customer communication: Interact with customers in a professional and courteous manner, understanding their concerns and providing clear and effective communication. Keep the customer informed about the progress of issue resolution and ensure timely updates.
5. Collaboration with cross-functional teams: Work closely with 1st line support and 3rd line product team. Lead the troubleshooting and provide feedback and insights from customer interactions to improve product functionality and user experience.
6. Work mode: IT services engineer will be participated/trained by/during new project commissioning as one of integration engineer & IT engineer team. IT service engineer will be base in centralized IT service center in Kunshan by 7*24 shift work when project go-live. this work cycle will be depended on project by project.
任职资格:
1. IT systems or computer engineering (higher technical level)
2. Experience in maintaining IT infra, database, software application, software related industrial automated system.
3. Good verbal and written skills in English language