As the first point of contact forInternational public cloudcustomers or their request, providing remotely technical support via ITSM platform, hotline, and IM.
Utilize monitoring tools, log analysis and related platform to deep dive the cloud users issues.
Accurately gather user requirements and identify technical issues, escalate the tickets, and engage specialized or product team until the issue is fully resolved.
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:
Associate or bachelor's degrees in computer science, information technology, or a related field or equivalent experience.
Experience providing IT technical support to customers as a Level 1 or Level 1.5 engineer, familiar with ITSM and ticket-drive workflow.
Strong proficiency in Chinese, including written and verbal communication.
expertise in Linux or Windows Server administration, troubleshooting.
Understanding of core network concepts(TCP/IP, HTTP, DNS, VPN, Load Balancers).
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.
