2. Bachelor’s degree or higher in Computer Science, Information System, or related field. An equivalent combination of education and experience is acceptable.
3. Ability to communicate to technical and non-technical staff in verbal/written form in English. Must be proficient in English. Native English speaker is preferred.
4. Understanding of general desktop hardware and software in Microsoft Windows, macOS, Office 365, Video Conferecing platforms, VPN, Adobe, etc.
5. Understanding of basic daily user support and helpdesk process.
6. Understanding of ITIL to better cooperate with other skill teams.
7. Ability to work in a rotating shift to cover 24x7x365 days, including weekends and holidays.
8. Detailed oriented, responsible, proactive, self-motivated, process minded, customer oriented, analytical thinking and problem solving.
9. Strong organization skills with the ability to effectively prioritize and execute multitasking.
10. Ability to work under pressure and tight deadlines and can take ownership and accountability.
11. Ability to work effectively in a team environment as well as independently.
12. Certification in ITIL, ISO 2000 or PMP would be advantageous.

Job Description - General:

General Responsibilities:

1. To act as Tier 1 technical support to provide 24x7x365 technical support over the phone, to handle and resovle service requests and incidents.
2. To escalate service requests and incidents to relevant teams and suppliers when needed and collaborate to resolve.
3. To log all work notes and activities into the ITSM tool.
4. To provide Tier 1 technical support for business applications, e.g., IMIS, iLevel, PPMS. The will conduct the relevant training and knowledge transfer.
5. To identify and recommend possible improvements to procedures and processes to meet the needs of end users.
6. To continually improve the goal of First Contact Resolution Rate, and hereby helping to reduce on-site labor workload and costs in a long run.
7. To answer calls in a timely manner and respond professionally to inquiries.
8. To search and leverage the knowledge base for inquiries.
9. To proactively follow up with pending cases when necessary.
10. To transfer inbound calls to the appropriate resource if necessary.

11. Please note that this role may not be dedicated full-time and may have other responsibilities assigned depending on the work schedule.

工作地点：大连市中山区人民路15号国际金融大厦

工作时间：轮班轮休