上海招聘

 Maintenance & Support (M&S), Software Support Engineer

    

Software Production Support, Level 2

    

China, Shanghai

    

Job brief

    

The Software Support (Level 2) is responsible for ensuring the delivery of high-quality technical support services and the highest level of customer satisfaction by providing second line technical support for our customers relating to Diebold Nixdorf’s POS Retail software solutions.

    

The role will be reporting to the Team Lead of the account assigned based our of Singapore.

    

    

Duties include (but are not limited to)

• Working directly with our customers by remote in the retail space to resolve any issues they find in Diebold Nixdorf's broad range of software offerings.
• Investigating logs and code, reproducing issues and developing fixes across a number of software products, and answering general questions about the software.
• Managing tickets and customer expectations, providing support via email, phone and in person.
• Creating and maintaining documentation for both internal and for customer use.
• Working with internal tames to ensure that upgrades and project work have a smooth transition into the production environment and cause minimal disruption.
• Analyzing ticket data to spot common trends and underlying problems to proactively prevent future incidents.
• Ensuring that standard operating procedures are in place and followed.
• Reviewing future software versions to recommend necessary and/or beneficial upgrades and patches to meet customer requirements and expectations.
• Maintaining effective relationships with customer and all stakeholders.
• Participating in customer meetings to share status updates and improvement plans.
• This role requires to works on rotating shift roaster, candidates must be flexible to work on shift when required. (Can work from home during non-office hours).
• This role may require international travel for rollout support when needed.

Requirements

• 2-5 years of L2 Software Support experience with strong technical, analytical and problem-solving skills including troubleshooting and root cause analysis.
• Technical Skills in SQL scripting, SQL DB, windows batch command and know-how in SQL Server.
• Excellent Customer Support Service.
• Good to have Linux scripting/commands.
• Experience in software support or development.
• An understanding of coding languages in .NET, C++, C#, JAVA, XML and log file.
• The ability to communicate with customers in Fluent Mandarin and English.
• The ability to work both independently and as part of a team.
• The ability to manage your time and tasks to make sure incidents can be resolved within SLA.
• The ability to keep calm under pressure and to deal with competing priorities.
• The ability to install, configure, and troubleshoot software products.
• The ability to troubleshoot hardware and distinguish between hardware/software issues.
• Willing to travel internationally.

                                                        

    

Education Requirements

• Diploma or Degree in Computer Science / Engineering, or any equivalent.

        

    

Rotation Shift Schedule

• Monday – Thursday
• Wednesday – Sunday

• 8 a.m. – 5 p.m.: work from Shanghai Office
• 3 p.m. – 12 a.m.: work from home option

关于迪堡多富
迪堡多富是互联商业的全球领导者，每天为数以百万计的金融和零售行业客户提供服务，作为全球前100家金融机构和前25家零售商中绝大多数的创新合作伙伴，我们提供无与伦比的服务、软件与技术，推动“一直在线”的服务变革，帮助客户塑造着消费者交易的未来。迪堡多富在全球130多个国家和地区设有分支机构，拥有超过24000名员工，总部设立在美国俄亥俄州北坎顿市和德国的帕特伯恩市。迪堡多富已经连续9年入选IDC全球Fintech百强榜，2017年排名提升至第6位。

迪堡多富极为重视在中国的发展，早在二十世纪八十年代就进入了中国市场，并为第一批长城卡客户提供自助服务。1993年即在上海设立工厂并成立合资公司，1998年正式在北京设立业务总部，随后在广州、深圳、成都、南京、大连、香港、台湾等16个城市及地区设有分公司或办事机构。除了在2008年奥运会、2010年世博会、2014年世界杯作为独家中标产品和服务供应商，连续6次被全球外包服务同业协会（IAOP）评为全球前100佳服务外包公司，并于2014年获得由中国质量认证中心颁发的关于银行外包业务运营ISO9001证书，是中国首家在外包运营服务方面获得ISO认证的企业。

2016年迪堡多富与浪潮集团正式成立了合资公司-浪潮金融信息技术有限公司，并将继续为中国市场和广大客户提供全系列自助服务终端。

如果您想申请所述职位，请于二周内，将中英文简历发电子邮件至本公司（请在电子邮件标题处注明应聘职位）；或邮寄中英文简历、身份证复印件、相关证书复印件、近照及期望薪金至本公司（请在信封正面的左下角注明职位编号。）

应聘者如在三个月内未获通知，本公司将保留其履历以考虑其它合适职位之申请。真诚期待您的加盟！
公司网站：DieboldNixdorf.com