高级技术支持工程师Sr....

中通思普科技（深圳）有限公司

工作地点：广东-深圳市-南山区
职位类型：行政/客服/文员类-售前/售后客服

面议

该公司所有职位

更新时间：2024-03-11

经验要求：不限学历要求：本科年龄要求：不限招聘人数：若干人

职位信息

岗位职责：: 系统集成测试及技术支持工程师：使用机框，处理板，交换板，以及其他组件组装/配置ATCA和cPCI系统，并且测试这些系统确保能够正常工作以及帮助客户使用这些系统。监测，解决客户在使用方面的问题并通过不同的渠道汇报（网络客户端系统，电子邮件及电子短信）。解决客户问题包括故障排除，协助客户修复设备和系，现场安装，对客户进行培训。系统集成测试和技术支持工程师的总体目标是提高客户满意度和生产率，从而增加客户对本公司及公司产品的信任度。

除此以外，职责还包括审查产品的准确使用性，可用性。负责创建客户支持自助解决文档。例如：常见问题，“如何做”等以帮助客户解决问题。

系统集成测试及技术支持工程师也需向公司反馈客户对于音效及工程技术方面的意见，以确保产品规格与客户需求相一致。同时向不同部门例如：工程技术，销售，市场，区域销售或其它高级管理进行意见的反馈。

要求

l 记录产品问题诊断包括系统集成，刀片服务器，交换机，操作系统和驱动软件；

l 对CPCI和ATCA产品有相关经验，有协议软件工作经验尤佳；

l 优秀的英文口语及书面表达能力；

l 电气工程，电子工程，应用物理或其它相关专业毕业，本科以上学历；

l 从事过电信或其它计算机设备客户支持工作，或工程技术方面经验为佳；

l 与客户可用优秀的书面及口头表达技巧进行有效的沟通

Job Description

System Integration Test and Support Engineer: Integrates and configures ATCA and cPCI systems using chassis, compute blades, switches and other components, tests these systems for proper functioning and help customers using them. Monitoring and resolving customer issues reported through different support channels (web-based Customer Issue Tracking System, email or phone messages. Resolution of customer issues involves troubleshooting and helping customer in repairing complex equipment and systems. Occasionally this may involve on-site installation, servicing and customer training. Overall goal of the System Integration Test and Support Engineer is to improve customer satisfaction and productivity and in turn increase customer loyalty to Continuous Computing and its products.

Duties also include reviewing product documents for accuracy and usability and creating customer support self-help documents, e.g., FAQ, “How to”, etc. to help customers in trouble shooting and resolving issues. The System Integration Test and Support Engineer also represents the customer’s point of view inside Continuous Computing by giving feedback to marketing and engineering to ensure technical product specifications are aligned with customer requirements. The System Integration Test and Support Engineer escalates customer issues to engineering, sales, marketing, field sales or higher management when necessary.

Requirements

Proven track record in diagnosing and replicating product issues involving system integration, server blades, switches, O.S. bios and driver software
Experience with cPCI and ACTA systems and Trillium protocol software is a plus
Excellent verbal and written communications skills in English
System Integration Test & Support Engineer should have a B.S degree or equivalent in Electrical Engineering, Electronics Engineering, Applied Physics or related field
Prior experience in engineering, validation or customer support of telecommunication or other computer equipment is a plus.
Prior experience in customer facing role with strong written and verbal communication skills is a plus