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The Tech Support Analyst is responsible for reviewing and resolving tickets entered in the ICS Helpdesk system and repairing computer systems and hardware. This candidate is responsible for PC support for our APAC offices and globally, as needed. Reports into Supervisor, Tech Support.
Responsibilities:
? Review and resolve all logged issues in the ICS Helpdesk ticketing system in a minimal amount of time.
? Follow up on all resolved calls to verify customer satisfaction and close ticket upon customer satisfaction.
? Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals.
? Administers AD Domain accounts.
? Configure, distribute, and track loading standard AspenTech PC images on all new PC hardware.
? Escalate hardware repairs to third party maintenance providers.
? Research and resolve technical issues.
? Track and monitor issues to ensure a timely resolution.
? Familiar with field's concepts, practices, and procedures.
Qualifications:
? Associate Degree highly desirable
? 3+ years helpdesk/desktop support supporting multiple locations around the world.
? 3-5 years in a customer service environment working with customers on the phone and onsite.
? Certifications desired: MCP and MCSA.
? Proficient with Windows XP operating systems, Microsoft Office XP, Exchange 2003, and Server 2003
? Ability to quickly learn Company's internal software packages in order to support end user is critical.
? Strong analytical and problem solving skills; ability to prioritize given tasks.
? Must possess a good work ethic and be professional, personable, and dependable.
? Great customer relations skills are required.
? After hours support on a rotational basis to support our 24x7 operation.
? Maintain company standards for all hardware/software and maintain sites inventory. After hours support may be required as needed.
? Strong international communications skills
工作地点: 上海
EMAIL: itcnhr@163.com |
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发表于 2008-03-26 12:46
