Job Responsibilities

1. Responsible for handling enterprise users' server issue report or enquiry via phone call, Email and instant messaging tool, etc. including ticket logging, progress tracking, ticket updating(adding logs) and ticket closure according to the client's requirement； 2. Responsible for handling the client's service partner onsite engineers' enquiry and issue report via instant messaging tool, such as DingTalk, RocketChat, WeChat, etc including ticket logging, ticket progress tracking, ticket content update and ticket closure according to the client's requirement. 3. Responsible for assisting new hire or junior level (L1) technical support engineer's enquiry of troubleshooting steps and(or) solution and helping with any other things necessary for solving enterprise user or onsite engineers's issue reported; 4. Responsible for helping whole team to meet requirement of the SLAs in phone call, email and chat responding, issue solving rate, correct and accurate enquiry answer rate, customer satisfaction, case status tracking or any other SLA requirment Inspur expects for; 5. To assist Assistant Manager who in charge of English team with any concerning work assigned including but not limited to: giving new hire training, being a mentor, playing SME (SubjectMatterExpert) role, etc. 6. To play an important and model role in English team to help build up a good team work spirit and to help develop team to be a professional technical support team; 7. To help with other concerning task assigned by either Assistant Manager or Project manager.

Job Requirements

1. Bachelor degree or above with computer science, automation, mechatronic or other engineering related majors is preferred; 2. Over 3 years' experience in server technical support, especially in server or PC hardware operation or maintenance work; 3. Familiar with Linux, Windows Server and other major server operating systems; 4. Fluent English is must, Chinese as second language is preferred; 5. Other skill or capabilities including but not limited to good communication skill, strong logical analysis ability, multi-tasks handling ability, working under pressure, Self-disciplined, honest, etc. 6. Able to accept overtime, rotating or substitution shift arrangement occasionally.

Required Languages

English