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[上海]通用集团招聘Task of IT helpdesk Engineer
发布时间：2011-03-31
工作地点：上海
信息来源：同济大学
职位类型：全职
职位描述
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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