上海招聘

JOB RESPONSIBILITIES

工作职责

• Resolve client technical issues (tier1):

  解决用户技术问题（***层 ）

  • Provide support by phone, email and on-site to determine root cause of technical problem based on client input and remote management technology

    根据用户输入或远程管理技术 ，及电话，邮件或现场的方式来提供技术支持

  • Provide remote technical support for hardware (desktop, laptop, drivers, monitors, mobile handheld devices and MFD/printers) and software (computer operating systems, internally developed applications, internet applications, and various drivers)

    对硬件（台式机，笔记本，显示器，移动设备，打印机）及软件（操作系统，内部开发的应用程序 ，网络应用和各种驱动） 提供远程技术支持

  • Interact with internal and/or external escalation groups to resolve complex technical issues

    协同内部外部的升级组解决复杂的技术问题

  • Record all service requests and/or incidents in the corporate service management tool (ServiceNow) and follow the defined global processes in its use

    在总部服务管理工具（Service Now）中记录所有服务需求/问题， 并且按照定义的全球流程来进行管理

• Escalate the ticket to corporate team if necessary and follow up the ticket status

  如果需要将问题上报给总部团队 并跟踪问题的进展

• Recommend current supported software applications and hardware appropriate to best meet client requirements

  合理的推荐现有支持的软件应用和应将给到用户以满足他们的需求

• Acquire and maintain knowledge on newly purchased and existing supported desktop software, hardware, and systems

  在新购买的或现有的桌面软件，硬件和系统中获得及维护知识

• Work on tasks to develop and/or address process improvements, training, knowledge transfer, reports, and documentation

  从事流程改善的开展和提出，培训 ，知识转移，报告及文档等工作

• Assist with the testing of new or upgraded PC software and hardware releases as requested

  根据需要 ，协助完成新的或升级的电脑软件和硬件的测试

• Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices

  确保美敦力系统和信息按照美敦力信息保护政策，标准及信息保护习惯进行保护

WORK ENVIRONMENT

工作环境

• Location - Shanghai Manufacturing Plant (Puxing Road) 地点－上海制造厂（浦星公路）

• Minimal travel, if any 出差较少

• Conference calls with US and other Global IT organizations. 与美国及其他Global IT 组织进行电话会议

JOB QUALIFICATIONS

岗位资质

1. Knowledge / Education 教育背景

• Bachelor's degree OR education equal to a 4 year degree

• 本科或相当于4年学位的教育

2. Job Experience 工作经验

• Minimum of 2 years’ experience supporting desktop computers in Helpdesk and/or Desktop tiered environment.

• 至少两个电脑桌面支持的经验

• Formal training or certification in a strategic technology platform – example, ITIL v3 Foundation and Microsoft

• 获得过技术平台一些正式培训或证书 – 如ITIL V3，微软

3. Skills / Competencies 技术能力

• English speaking and writing skill are required

• 英语说和写能力

• Skilled in personal computer hardware and software in a business environment.

• 个人电脑和软件的技能

• Experience with three or more of the following: Windows 7/Window10, Outlook 2016 (Exchange), remote management tools, active directory administration, virtual private network (VPN), office productivity tools including Office 365suite, web-based applications including Internet Explorer 11 and networking (TCP/IP)

• 三年或更多的如下工作经验 ： Window7/Window10, Outlook 2016(Exchange),远程管理工具，Active directory administration, 虚拟专用网络（VPN），Office 系列工具 包括 Office 365, 基于网络的应用包括 Internet Explorer 11 和 网络（ TCP/IP）

4. Others 其他

• Strong communication and interpersonal skills

• 较强的沟通和人际 交往技能

• Analytical problem solving skills

• 问题分析解决技能

• Ability to handle multiple tasks

• 处理多项任务的能力
  

About Medtronic：
Medtronic is a global healthcare solutions company operating in approximately 160 countries. We are committed to improving lives through our medical technologies, services, and solutions.
Since our beginning, 60 years ago, our Mission has remained the same: to alleviate pain, restore health, and extend life for people around the world. The Mission is our ethical framework and inspirational goal guiding our day-to-day work. It reminds us that our efforts are transforming millions of lives each year.
To meet the needs of patients and healthcare professionals around the globe, we operate from more than 370 locations in approximately 160 countries.
Healthcare is facing immense challenges. From shifting payment models to problems of access, providers and payers are struggling to improve patient outcomes and lower overall costs. While there is no single solution, we recognize that those who deliver care are at the center of this transformation — and that technology can help propel them forward. At Medtronic, we know we don’t have all the answers, but we are committed to partnering with others to take healthcare Further, Together.
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.