Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of

Desktops, Notebooks, printers, and associated peripherals. Serves as company liaison with customer on administrative and technical matters. Accountabilities includes:

• Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated Peripherals.

• Installs, maintains and optimizes desktop /notebook configurations at customer sites.
• Diagnoses and resolves product performance problems.
• Performs maintenance and repair services.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which May impact Product performance.
• Instructs customers in the operation and maintenance of the system.

Career Level Criteria

• Understands and applies principles, concepts, theories, technologies and standards of professional field.

• Develops and applies specialized knowledge within own discipline. § Deepens knowledge through exposure to new assignments and continuous learning.
• Knowledge of related industry considerations.
• Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job.
• Builds deeper understanding of processes, procedures, customers and organization.
• Assists program or process development and implementation.
• Coordinates activities and processes.

Problem Solving

• Applies research, information gathering and analytical and interpretation skills to problems of diverse scope.
• Develops solutions to a variety of problems of moderate complexity.
• Screens, categorizes, evaluates, reconciles, reports and resolves data integrity issues.
• Interprets generally defined practices and methods.
• Recognizes and acts on inconsistencies in data or results and escalates unusual problems.
• Identifies issues beyond stated situation.
• Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions.
• Regularly exercises discretion on engaging leadership independent judgment on business matters.
• Involved with local or business specific engagement initiatives in support of broader programs.

Guidance

• Works under general direction.
• Work is guided by objectives of the area or assignment.
• Refers to established policies and precedents as needed.
• Applies discretion and independent judgment to identify when deviation from standard practice is required without prior approval.
• Collaborates on project timeframes and priorities based on project objectives and ongoing assignments.
• Assumes responsibility to improve service, efficiency and quality of work.
• When assigned to a customer team, actively participates on small to medium sized project teams in support of customer deliverables.
  

Relationships

• Contributes to area by ensuring quality of output.
• Contributes to the completion of milestones associated with specific projects or activities within own area.
• Establishes working relationships with others outside area of expertise.
• Applies knowledge and understanding of customer needs and other internal/external contacts.
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Job Level Criteria

• Performs advanced troubleshooting techniques to address complex technical issues.
• Identifies risks and develops solutions for client tasks.
• Serves as escalation and issue resolution point for onsite technicians.
• Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues.
• May distribute workload among team members.
• May prepare documentation to record and track issue resolutions.
• Makes recommendations for process improvements within the department.
• Often provides team leadership and mentoring.
• May respond to calls after normal business hours per leader instructions.

Job Experience

• 6-8 years of relevant experience or equivalent combination of education and work experience.
• Proficient in Windows-based operating environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook. Knowledge of Linux/Unix operating systems may be required.
• Experience in financing or banking industry is a plus.
• Experience in supporting VIP/high touch users is a plus.
• Advanced customer interaction skills.
• Proficient in spoken English is a must.
• A+ desktop or equivalent skill set is required; MCP, MCSE, CNE or Network+ certification is preferred.

上班地址：上海