Job Description
About Accenture
Accenture is a leading global professional services company that helps the world's leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance servicescreating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com
Job Description:
As the first point of contact for International public cloud customers 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.
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
