一家美國信息存儲資訊科技公司， 主要業務為信息存儲及管理產品，云計算全球領導廠商
招聘崗位：Upgrade Engineer(UE)
工作職責：
負責企業級軟件的技術支持工作，跟進各國客戶的服務單直到問題解決
通過電話或電話聯系客戶，搭建遠程了解客戶環境，分析問題原因
除了軟件本身，分析問題過程中還經常涉及網絡、抓包、防火墻、
Linux/Unix、NAS、帶庫和驅動器、云設備等的排查
根據客戶的環境或需求提供建議和改進方案

關鍵要求：
* 英語流利，能夠獨立與海外企業用戶進行電話溝通，
* 計算機專業或者IT行業背景，
* 上班時間7AM-7PM，做3天休3天，接受排班制上班時間。
* 對IT行業有熱情愿意學習新事物，能獨立工作，有客戶服務意識。

The following is the JD of this position:
General Summary
Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from EMC Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. Identifies and provides resolutions to a diverse range of technical problems. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve complex issues.
Principal Duties and Responsibilities
? Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to complex system level issues. Identifies, documents and escalates customer issues to senior resources. Uses standard internal and external diagnostic test equipment and product trace and logging procedures.
? Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a “closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. . Contributes to centralized problem identification and resolution database. Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.
? Identifies and interprets interoperability and support matrixes. Identifies, reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.
? Communicates effectively to internal and external customers as necessary through a variety of mediums.
? Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
? Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-call responsibilities are must.
? Continues to develop technical and business knowledge related to EMC products.
? Performs other duties as assigned.

Top skills required:
? Verbal communication
? Broad Technical Understanding
? Language skills – Fluent in English

Skills
? Position prefers a Bachelor of Science Degree in Computer Science, Engineering, or equivalent industry related experience.
? Candidate must demonstrate working knowledge with major software/hardware vendor.
? Candidate must demonstrate ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.
? Candidate must demonstrate excellent customer service skills, including organizational, interpersonal communication, and presentation skills.
? A strong sense of urgency and professionalism is essential.
? Must have the ability to work independently and as part of a team, with minimal supervision.
? Ability to support and communicate with customers over the phone or preferred communication method by customer

軟通動力是中國領先的創新型技術服務商。公司于2001年成立，立足中國，服務全球，依托“海外+中國”的戰略布局，市場遍及北美、亞洲、歐洲等區域國家[1]
立足中國，服務大中華區和全球市場，業務范圍涵蓋咨詢及解決方案、IT 服務及業務流程外包（BPO）服務等，是高科技、通信、銀行/企業金融/保險、能源/交通/公用事業等行業重要的IT綜合服務提供商和戰略合作伙伴