Technical Support Engineer

Εταιρεία: Stratacache Asia Pacific Ptd Ltd
Είδος εργασίας: Πλήρης απασχόλησης
10.000 - 15.000 CNY/Μήνας
Βιομηχανία: Τεχνολογία της πληροφορίας


  • Troubleshoot IT issues with internal stakeholders and clients, you will be responsible for handling at first point of contact
  • Effectively liaise with internal teams and third party suppliers to ensure speedy resolution of customer issue.
  • Effectively communicate regular updates to customers on the status of their logged issues
  • Accurately record all customer issues in the IT Service Management tool 
  • Assign the preventive and planned activities to field Engineers 
  • Escalating issues as per the criticality of the problem.
  • Ability to provide accurate diagnosis and suggest resolution to resolve network issues & outages • To follow and respect procedures rigorously  .
  • Follow support processes (trouble ticketing, ticket updates, incident/problem management, user communications etc.)
  • Sensitive to service KPIs, service quality and customer satisfaction



  • Previous experience as a Service Desk Analyst and with IT Service Management / Ticketing systems
  • Experience providing hardware support (Desktops, Laptops, Networks (LAN/WAN, Routers, Switches, Firewalls)
  • Experience in working in a customer focused environment
  • Ability to work unsupervised, to a high standard and have excellent organisational & problem-solving skills
  • Have excellent communication skills both written and verbal with a friendly and professional phone manner and strong customer service focus
  • Willingness to learn and focus on results
  • Able to work under pressure, keep things simple, demonstrate patience and creativity and possess conflict management skills
  • Demonstrate a high level of customer focus and empathy
  • Strong Teamwork and communication / information sharing
  • Any experience in Servers (Wintel, SQL, VMware) and Storage Technologies will be highly regarded
  • Certifications such as ITIL, MCSE or MCITP, CCNA will be highly regarded
  • Mandarin & English Proficiency

Other Skills

  • Displays a positive attitude.
  • Clearly articulate ideas and thoughts verbally.
  • Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
  • Values clients and responds to their needs as they arise.

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