Helpdesk Analyst (Mandarin Speaker)
1. Based on customer after-sales IM groups, telephones, work orders and other service channels, provide timely and professional responses and answers to customer questions 24*7.
2. Combined with customer application scenarios, analyze and handle network/load balancing/content acceleration server/storage/database and other issues:
3. Continuously learn and improve professionalism and continuously improve the first-time problem resolution rate, and provide professional technical services that satisfy customers;
4. Actively understand and identify customer emergency and important events, and perform effective upgrade processing in accordance with specifications to avoid customer losses being magnified
5. Actively summarize and summarize common solutions to problems encountered, and implement them into a checklist knowledge base,
6. Provide 24*7 fast, timely and professional responses to front-line issues, and provide professional answers
1. More than 3-5 years of experience in Internet operation and maintenance or cloud platform operation and maintenance/ undergraduate degree or above, familiar with cloud computing technology and products.
2. Proficiency in both English and Mamdarin are compulsory: due to the need to interact with overseas clients or partners in China, Taiwan, and Hong Kong
3. Familiar with Linux system management and TCP/IP protocol, proficient in using tools to troubleshoot problems and optimize performance.
4. Familiar with the technical principles and common solutions of knowledge points such as DNS/LB/CDN/DB/security attack and defense/disaster recovery architecture/high concurrency tuning
5. Experience in audio and video/SDK development/operation and maintenance/big data/AI/TCE/container is preferred;
6. Good communication expression and logical thinking skills, good service awareness and collaboration awareness, strong sense of responsibility and strong stress resistance.
- Annual and sick leaves provided
