职位描述：
POSITION SUMMARYProvides customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies. Will directly interact with end user onsite to affect a repair or solution.  Also provides support for Data Center Operations (DC Ops) and is responsible for the support of the centralized Air Products computing environment around the world, but specifically for the Asia Region.  PurposeThe Technical Support Client team is responsible for the second/third level support of the Air Products PC environment with a focus on the Client Desktop (i.e. PC Operating Systems, including virtual, and Applications), Messaging, Network and Remote Connectivity, Viruses/Security, Network Printing, and Software Distribution.  Other responsibilities, as needed, could include working with Engineering teams to provide additional testing, training, troubleshooting and problem resolution, participation in teams to resolve infrastructure related problems, providing consultation, testing, piloting, training and documentation for the support teams.   Nature and Scope The Technical Support Client team is part of Global IT Infrastructure Operations Organization, serving as an integral part of the IT Support chain. The team provides level 2 support for issues related to the end-user computing experience.    PRINCIPAL ACCOUNTABILITIESA significant portion of the job responsibility revolves around the support of the client technologies with a focus on the Air Products desktop, problem solving teams, project landings and testing.Working with Technical Support and Engineering teams to provide additional testing, training, troubleshooting and documentation.Provide training and consultation for the Level 1 help desk agents.Provide operational support for the enterprise computing environment (SAP Applications, VMWare, Hyper-V, Windows Servers, Wide Area Network, UC4 batch scheduling, etc)Cover prime-time (Business) hours from Monday through Friday (local time) and on-call support for urgent situations on non-prime-time hours, weekends and holidays.Communications, research, testing, documentation, project management and trouble-shooting MINIMUM REQUIREMENTS AND QUALIFICATIONS Bachelor’s degree in computer science or an engineering discipline, or equivalent work experience5+ years of IT Infrastructure support experience, Client experience preferredExcellent verbal and written communication skills, especially in EnglishAdditional language skills preferred, but not requiredStrong problem solving and customer service skillsStrong knowledge of:  Operating Systems (Microsoft)Windows 7 – requiredNetwork Connectivity (TCP/IP, LAN/WAN) – requiredRemote Connectivity/SSL/VPNPrinting – queue setup, NW troubleshooting required, HP hardware knowledge preferredSoftware distribution/SCCM (basic knowledge required)ApplicationsMS Office Products, including Office 2013/O365Microsoft SCEP/Windows FirewallVirtual desktop infrastructure and/or CitrixFamiliarity with the following is desirable:SAP R/3 ERP applicationsUC4 batch schedulingSolarwinds Network monitoring Excellent interpersonal skills with the ability and willingness to participate in, and contribute to, a team environment, including pager coverageSelf-motivated, self-starter 举报