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Technology-Cloud Engineer
Shanghai
Job No. 13796940
Full-time - On-Site
Job Description
Job Description:
- Provide the L1.5 and L2 remotely technical support for International public cloud users via ITSM platform, hotline, and IM.
- Utilize monitoring tools, log analysis and related platform to deep dive the cloud users’ issues.
- Document problem details clearly and prepare comprehensive escalation materials for issues requiring further investigation.
- Create and maintain knowledge base articles for common solutions, helping to improve the resolution capabilities of the team.
- Proactively and clearly communicate troubleshooting progress to users, managing their expectations effectively.
Qualifications
Qualifications:
- Associate or bachelor’s degrees in computer science, information technology, or a related field or equivalent experience.
- 5 years + of technical support experience in a cloud/IDC/Internet industry environment, familiar with ITSM and ticket-drive workflow.
- Strong expertise in Linux or Windows Server administration, troubleshooting.
- Sold understanding of core network concepts (TCP/IP, HTTP, DNS, VPN, Load Balancers).
- In-depth understanding of core services from at least one major public cloud. The Tencent Cloud experience will be given priority Consideration.
- Exceptional customers service and communication skills, with the patience and professionalism to handle customer inquiries and complaints.
- Strong logical thinking and problem-solving abilities.
- Excellent team player, skilled at sharing information and collaborating with internal and external team.
- The ability to clearly articulate problem processes and solutions.
