售后技术支持工程师
英万齐软件技术（北京）有限公司
- 公司规模：150-500人
- 公司性质：外资（欧美）
- 公司行业：计算机软件 互联网/电子商务
职位信息
- 发布日期：2018-04-20
- 工作地点：北京-东城区
- 工作经验：5-7年经验
- 学历要求：本科
- 语言要求：英语熟练
- 职位月薪：1-1.5万/月
- 职位类别：售前/售后技术支持工程师
职位描述
Company Summary:
When LANDESK and HEAT Software combined in January of 2017, we knew we needed a new company name. For nearly 30 years, LANDESK and HEAT offered user-centered IT solutions designed to increase user productivity while reducing IT security risk. LANDESK was the only vendor recognized by Gartner in the four areas of client management, endpoint protection, IT service and support, and enterprise mobility management.
Over the years both companies changed. LANDESK acquired companies like Wavelink, Shavlik, Xtraction Solutions, and, most recently, AppSense. HEAT was created by combining FrontRange and Lumension. That's a lot of brand names. And in order to gather all these brands under one roof, we needed a new identity—and Ivanti was born. From patch and asset management to IT service delivery and security, our software is everything an organization needs to take their IT operations to the next level.
Position Summary:
The Technical Support Engineer provides technical support to our customers and resellers, answering complex questions on function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our customers providing quality technical support. Technical Support Engineers have excellent communication skills, and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience. As a Technical Engineer you are expected to proactively assist the Team in driving key initiatives and ensuring the long term success of our customers and the company. You may be required to represent the team in a number of other functional areas within the company.
RESPONSIBILITIES/DUTIES:
80%
- Resolve clients' questions or problems remotely in the areas of system configurations/setup, product functionality and bugs/enhancements
- Responsible for identifying and documenting product defects for review and validation
- Serve as primary support liaison between company and customer
- Keep customer informed throughout the lifecycle of the support request
- Involved in any additional follow up, testing and troubleshooting
- Maintain a high level of customer satisfaction which is measured on a regular basis
20%
- Develop and share knowledge about the software
- Write knowledgebase articles and whitepapers to address common customer questions and issues
- Represent the team in a number of other functional areas within the company (i.e. internal training, customer visits)
- May perform other job duties as directed by Employee's Leaders
Operates under moderate supervision of the Support Manager
QUALIFICATIONS:
Required Skills and Experience:
- 2+ years of experience in IT with an emphasis on customer support
- Dedicated to the success of customers. Takes account of the needs of the customer, how to satisfy them and demonstrates responsiveness and ownership.
- Team player. Promotes a spirit of cooperation and teamwork.
- Excellent interpersonal and communications skills. Excellent time management, decision making, prioritization and organization skills
- Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions, isolating the root cause.
- Projects a positive and professional image
Technical Background:
- Working knowledge of current Microsoft Windows operating systems (client and server platforms).
- Working knowledge of networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, switching and routing.
- Working knowledge of Windows patch management, antivirus and firewall solutions.
- Working knowledge of virtualized platforms such as VMware Workstation or ESX.
- Understanding of Relational Database (RDBMS) including Microsoft SQL Server technologies is preferred.
Languages:
- Chinese (Mandarin) and English fluent spoken and written
The following certifications would be preferred although not essential.
- Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)
- CompTIA Network+
- Cisco network associate certification (CCNA)
- VMware Certified Professional (VCP)
Education:
4 year degree in IS or IT; or equivalent experience
职能类别： 售前/售后技术支持工程师
公司介绍
加入我们的团队
您不只是想要一份工作？ 我们热衷于培养人才，就像我们的员工热衷于开发好的产品一样。
Ivanti 是 IT 系统/安全管理、服务管理、资产管理及移动性管理解决方案领域的全球领导者。 Ivanti 前身为 LANDESK，已有 30 余年的发展历史，如今正全力扩张其世界版图并已取得了骄人战绩。 无论是在工作环境方面，还是在公司开发的产品方面，我们都获得了无数奖项。 在过去四年里，公司完成了 7 次收购，全球许多岗位正虚位以待，这无疑是加入我们的最好时机！
如果您有一颗热爱工作的心，对开发世界顶尖水平的解决方案颇感兴趣，还想拥有轻松愉悦的工作氛围，来 Ivanti 就对了！
Join our team
Looking for more than just a job? We like developing our people just as much as we like developing great products.
Ivanti is a global leader in IT systems and security management, service management, asset management, and mobility management solutions. Ivanti, created in January 2017 after a merger of HEAT Software and LANDESK, has been around for over 30 years but is experiencing significant growth worldwide. The company has received numerous awards for being a Top Place to Work, as well as many accolades for the products it develops. With more than seven acquisitions in the last four years and open positions around the globe, it's an exciting time to join Ivanti.
Competitive salary, matching 401k, great benefits, lots of food and great managers. Ivanti is a great place to work.
If you’re passionate about what you do, interested in developing solutions that make a difference and in having fun while doing it, Ivanti is the place for you!
您不只是想要一份工作？ 我们热衷于培养人才，就像我们的员工热衷于开发好的产品一样。
Ivanti 是 IT 系统/安全管理、服务管理、资产管理及移动性管理解决方案领域的全球领导者。 Ivanti 前身为 LANDESK，已有 30 余年的发展历史，如今正全力扩张其世界版图并已取得了骄人战绩。 无论是在工作环境方面，还是在公司开发的产品方面，我们都获得了无数奖项。 在过去四年里，公司完成了 7 次收购，全球许多岗位正虚位以待，这无疑是加入我们的最好时机！
如果您有一颗热爱工作的心，对开发世界顶尖水平的解决方案颇感兴趣，还想拥有轻松愉悦的工作氛围，来 Ivanti 就对了！
Join our team
Looking for more than just a job? We like developing our people just as much as we like developing great products.
Ivanti is a global leader in IT systems and security management, service management, asset management, and mobility management solutions. Ivanti, created in January 2017 after a merger of HEAT Software and LANDESK, has been around for over 30 years but is experiencing significant growth worldwide. The company has received numerous awards for being a Top Place to Work, as well as many accolades for the products it develops. With more than seven acquisitions in the last four years and open positions around the globe, it's an exciting time to join Ivanti.
Competitive salary, matching 401k, great benefits, lots of food and great managers. Ivanti is a great place to work.
If you’re passionate about what you do, interested in developing solutions that make a difference and in having fun while doing it, Ivanti is the place for you!
联系方式
- 公司地址：上班地址：东长安街1号东方广场