Lenovo

Senior Service Desk Engineer

(I) Job Responsibilities

Proficient in the use of common office applications desktop operation and maintenance, in English through telephone, e-mail, online communication and other work to provide IT technical support and services to the user, including but not limited to:

1. Provide service support including troubleshooting, service request, information inquiry, ticket update, and operation guidance for operating system & application software, network, and information security based on the client's standard software.

2. Provide specialized service support for VIP users.

3. Responsible for writing documents related to system operation and maintenance, updating, and optimizing the knowledge base and workflow.

4. Rapidly locate and solve system failures, analyze the causes of failures, and specify preventive measures. For complex problems, be able to quickly organize the attack.

5. Responsible for interfacing with the level2 team for learning and doing knowledge transfer to the service desk team.

6. Acting as a shift leader to monitor the on-site business situation and handle escalated difficult or urgent issues.

(II) Qualifications:

1. Good oral English, fluent in listening, reading, and writing, with good language skills and written report ability.

2. bachelor’s degree or above, five years and above related working experience in desktop operation and maintenance.

3. Excellent service consciousness, and teamwork spirit.

4. Excellent learning ability and cheerful personality.

5. Excellent communication and understanding ability.

6. Able to accept 7*24 night-shift rotation.

7. Proficient in operating system registry, group policy, services, logs, CMD commands, etc., can analyze and solve difficult technical problems.

8. Proficient in operation and maintenance and operation and maintenance tool development, knowledge base and other system platform maintenance.