本职位前期参与项目实施会需要出差；回到昆山办公室上班的时候需要翻班，会有晚班，介意者慎投。
Justification:
1. With combination of CTC and service to setup centralized IT service center in Kunshan for the improvement of market competitiveness and customer satisfaction.
2. IT services engineer will take the 2nd line hotline responsibility for serving non-IT site-based customer to execute incident troubleshooting and problem solving.
3. IT services engineer will be 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.
Job Description:
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, includes network, virtualization, and security domain.
3. HICP-datacom/CCNP, HCIP-Cloud computing/VCP and HCIP-security/CCSP are preferred.
4. Good verbal and written skills in English language