Job Description:
Position: IT Associate
Location: China   
Department: IT                                   
Reports To: Regional IT manager
Position Purpose: All work performed by the Support Services Technician is aimed at meeting the needs of the consumers of our technology products and services in a proactive, caring, prompt and efficient way so that DDI can achieve and maintain the highest possible levels of customer satisfaction. The Support Services Technician reports to the Regional IT Manager and is responsible for: documenting and resolving problems experienced by the associates, contractors, customers, and client candidates worldwide who use our corporate systems, services, hardware, and/ or custom/ 3rd-party software; for the deployment and administration of DDI’s desktop and mobile computing solutions, in a 24/7, global, multi-modal (LAN/ WAN, VPN, Client/Server, ASP) environment; and for Level I and II support provided at desk-side, via telephone, e-mail, support website, direct or hosted remote access, and via on-site visits to local offices, regional and home offices, and/ or customer sites.

Accountabilities /Decision Making:
1.Evaluate, build, configure test, deploy, upgrade administer, troubleshoot and repair corporate desktop and laptop computers and related devices, partnering with individual and departmental users and internal/external service providers/vendors as needed.
2.Evaluate, install/uninstall, configure, test, deploy, upgrade, administer, troubleshoot and train users in the use of corporate custom and industry-standard desktop and laptop software, partnering as needed with individual and departmental users and/or internal/external service providers/vendors.
3.Test, upgrade, troubleshoot, fix, and resolve technical and procedural problems with DDI’s E-Systems software products and solutions, partnering as needed with project and product managers, database analysts and administrators, Q/A and software test personnel, trainers, client and client candidate users, and/or internal/ external service providers/vendors.
4.Advocate on behalf of internal and external users to DDI’s technology suppliers.
5.Manage issues within Service Level Agreement guidelines, acting as single point-of-contact for internal and external users and providing follow-up contact to users for open issues each business day until resolution.
6.Communicate clearly, quickly and effectively in both written and verbal modes with managers, team members, partners, and other appropriate individuals/groups regarding status of systems, services, and escalated issues.
7.Participate in Service Delivery Teams and/or serve as Subject Matter Expert for our products and information technology services, documenting standardized troubleshooting procedures for each.
8.Maintain confidentiality and security of data as specified by corporate policy and legal requirements.
9.Provide the physical and organizational assistance required for moves, adds and changes with respect to computer and associated equipment
10.Inform manager of concerns relating to procedures system, operation and personnel, suggesting and implementing improvements and/or corrective action.
11.Identify sources and trends of technical problems and recommend improvements to our technology products and services in order to prevent future occurrences.
12.Monitor team queue for new issues, and utilize ticket management software to appropriately document issues.
13.Follow established processes for inventory and intellectual property management.
14.Maintain departmental documentation relating to support procedures.
15.Provide secondary after-hours and weekend remote support on a rotating basis.
16.Perform other duties as assigned.

Additional responsibilities may be added from time to time as part of the career development program, such as:
1.Write and publish technical notes to expand and improve our knowledgebase, FAQs, and other technical information available to both internal and external customers.
2.Reengineer and where possible automate support-related processes to reduce the turnaround time for resolving support requests, improve the quality and effectiveness of our responses, increase efficiency, etc.
3.Attend courses and sessions to improve technical and professional skill sets.

Position Requirements:
1.Degree in information technology or related area
2.BS in IS, CS, MIS, or related area
3.MCSE strongly preferred
4.One year related experience in Microsoft-centered environment
5.Familiarity with: MS Windows 2000 or XP, MS Office 2000 or 2003, MS Internet Explorer 6.0 or higher (and related software) Dell desktop and laptop PCs,
6.Clear understanding of LAN/WAN, TCP/IP, XML, HTML, logical structures, database concepts, client/ server and ASP technologies.
7.Three years technical support / helpdesk experience in Microsoft-centered environment
8.Experience with: MS Windows 2000 or XP, MS Office 2000 or 2003, MS Internet Explorer 6.0 or higher (and related software) Dell desktop and laptop PCs,
9.Demonstrated facility with LAN/WAN, TCP/IP, XML, HTML, logical structures, database concepts, client/server and ASP technologies.

Dimensions:
1.Initiating Action
2.Planning & Organizing
3.Active Learning
4.Engagement Readiness
5.Job fit
6.Organization fit

ASSESSMENTS:
1.PCB
2.GLIS

简历投递: team@staffing-pro.net