Cloud Technical Support Specialist

#LI-GM

THE WORK: Explore new opportunities to contribute actively and independently while becoming a subject matter expert. You will participate in discussions and collaborate to provide thoughtful solutions to work-related challenges. This role will allow you to engage deeply with Service Desk Remote Technology Support, fostering growth and expertise in this dynamic area. We look forward to welcoming your enthusiasm and dedication to making a meaningful impact.

Job Responsibilities:

• Serve as a team's public cloud technical expert, independently handle complex public cloud user tickets, avoid escalation to the backend teams, and improve first-line self-resolution rate.
• Provide real-time technical guidance to team engineers, helping the public cloud first-line support team improve overall technical problem-solving capabilities.
• Provide after-sales cloud service support for VIP customer groups.
• Participate in the construction and maintenance of the knowledge base, write technical documents and FAT solutions, and promote knowledge accumulation and sharing.
• Identify common issues and training needs in first-line public cloud support services and assist in developing training plans.
• Assist the team leader to ensure SLA compliance for first-line public cloud services and maintain customer satisfaction.
• Assist the team in handling P1 and P2 critical cases.
• Participate in 7.24 shift rotation.

Requirements:

• Computer Science, information Technology, or related disciplines.
• 7+ years of experience in infrastructure and public cloud technical support, operations, or related areas.
• Familiar with at least one major public cloud platform (e.g., Tencent Cloud, Alibaba Cloud, AWS, Azure) with solid knowledge of cloud architecture fundamentals.
• Proficient in Linux/Unix, windows server operating system with strong system troubleshooting skills and familiar with common command-line tools.
• Familiar with fundamental network support (TCP/IP, DNS, HTTP/HTTPS, Load Balancing, etc.) and able to independently troubleshoot common network issues.
• Excellent Chinese and English listening, speaking, reading, and writing skills able to work fluently and professionally with global team in both languages.
• Strong service awareness and customer communication skills excellent problem analysis and logical thinking abilities.
• Strong stress tolerance and teamwork skills.

• Nice to have:

• Certifications in major public cloud platforms (e.g., AWS Solution Architect Associate/Professional, Azure Administrator/Architect, Alibaba Cloud ACP/ACE, Tencent Cloud TCCA/TCCP/TCCE).
• Experience with ITIL or PMP IT service process.
• Hands-on experience with containerization technologies (Docker, Kubernetes).
• Experience in cross-national team collaboration.

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 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.

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Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.