| TECHNICAL SUPPORT ENGINEER
LOCATION: GUANGZHOU
RESPONSIBILITIES:
?Reports...TECHNICAL SUPPORT ENGINEER
LOCATION: GUANGZHOU
RESPONSIBILITIES:
?Reports to Senior Technical Support Engineer, or in his/her absence, Operations Manager.
?Role: Troubleshooter.
?Troubleshooting scope: all hardware and software pertaining to FCS products and installations. This includes but is not limited to the following:
oCore system software: operating systems and database systems. Able to determine if there is a fault in core system software.
oCommunications hardware, software and protocols. Able to identify problems.
oAll infrastructure hardware and software. Able to pinpoint issues and trouble spots.
oPABX, CDR and/or communications protocols, ability to read logs.
?Adhere to all Standard Operating Procedures (SOPs), standards and guidelines during the course of duty.
Support Management:
?Diagnose or troubleshoot problem reported over phone or remote access.
?Assists in testing and troubleshooting.
?Enforce the Support Service Level of Agreement (SLA) as per contract/agreement with customers.
?Willing and able to travel and to work on shifts.
?Must be on standby 24-hours/7-days-a-week, or ensure there is an appropriate replacement during period of leave.
Case Management:
?Record customer support calls by receiving calls, taking call details & responding to emails.
?Ensure all cases are logged and updated in a call logging system with sufficient detail and timeliness for smooth follow-up, case handover or closure.
?Prioritise and keep track of open cases and deadlines.
?Escalate cases to next level after exhausting all avenues in resolving the case.
Customer Care:
?Customer training (Ad-Hoc).
?Ensure customers are informed or kept in the loop with regards to their open cases.
REQUIREMENTS:
?Proficient in spoken and written English
?Proficient in spoken and written Chinese (Mandarin and Cantonese)
?Minimum Diploma in Information Technology or related discipline
?Preferably 1 year working experience customer support capacity
?Applicants must be self-disciplined, responsible, diligent, work well in a team, good-natured, and have great analytical skills
?Knowledge in any of these Programming Languages: Visual Basic, Visual Basic .Net, VBScript will be an added advantage
?Willing and able to work long and at odd hours as well as in shifts
The remuneration package will be commensurate with work experience.
