Help Desk Technician - phone manufacturing - Ider human resources co., LTD

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Electronics. Smart home applia

Ider human resources co., LTD

Tel：0769-88055242

Fax：0769-88055242

Emal：admin@iderhunter.com

Site：http://www.iderhunter.com

Position：Help Desk Technician
Address：bj
Salary:18 thousand

• Using communication tools (CISCO Phone system, emails, IDM) to provide tech support globally inclusive of remote investigation, diagnostics, testing, upgrading of software, installation support to Field Engineers where required.
• Ensure responsiveness and first time resolution to customers’ requests for technical support primarily through incoming calls.
• Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail with the use of applicable drawings, schematics, parts lists and any related procedures.
• Actively and consistently support all efforts to simplify and enhance the customer experience. Provide software application installation/configuration support along with “how to” assistance.
• Actively create and update knowledge base articles for internal/external use. Perform proactive-outbound calls.
• Keep up to date with latest display and control system offerings to effectively bring support globally.
• Work with various Daktronics resources (CSR, District Managers, Account Managers, NOC Team) to provide timely support where needed.
• Bring up any issues faced during daily work using the escalation path for resolution.
• Follow through with assigned cases to resolution.
• Provide feedback to relevant Managers in areas where help from US or Shanghai engineering teams might be needed.

• Travel to US headquarter for technical training, usually for about 3 months shortly after onboarding.

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Electronics. Smart home applia