Your tasks:

1. 2nd level technical support of Laetus’ product range

2.Problem solve technical issues for the Laetus global customer base

3.Implement practical customer friendly technical solutions to issues with the Laetus product range

4.Ensure customer satisfaction with their contact with Laetus

5.Provide installation, field repair and support to Laetus customers.

6.Proactive failure diagnosis and solution identification that leads to issue resolution. This should be done directly over the phone with customers, or via E-Mail and in-line with appropriate Service Level Agreement framework.

7.Installation of software patches and documentation of the steps to deliver the resolution

8.Forwarding complex tasks to the 3rd Level technical support team or Field Service team.

9.Development of scripts and tools to solve issues passed from Level 1 support

10.Documentation and archive the customer issues and the solutions in the Laetus knowledge base.

11.Installation and qualification of Laetus products at customer production facilities

12.Follow up customer installations with service interventions to ensure maximum uptime

13.Drive service revenue through identification and communication of after sales leads while at customer site.

14.Ensure appropriate Health & Safety standards are adhered to

Who we are looking for:

1.Bachelor qualification in Information Technology, Electronic Engineering, Mechanical Engineering.

2.Experience of field service with direct customer focus as well as in Helpdesk / Customer Support with direct customer contact

3.Experience in network configuration (IP Configuration, Subnet, Routing), server and client administration and configuration

4.SQL Server und VMware administration / configuration, Batch Scripting, Powershell

5.Programming experience in c++, c#, java, html or similar. Software testing experience is desirable.

6.Basic knowledge of PLC programming

7.Knowledge and experience in working with Support Ticket Systems

8.Takes responsibility, self-disciplined, helpful and a good communicator

9.Relationship building, both internal and customer facing

10.Calmness and clarity of thought in pressured situations

11.Written and verbal communications skills (English is a requirement, another language would be plus)

上班地址：上海