Cloud and Virtualization Engineer en Querétaro, Querétaro para Huawei Technologies - Hireline México

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Cloud and Virtualization Engineer

$ 15,000 a 20,000 MXN (Bruto)

Querétaro

Empleado de tiempo completo

Nivel de Inglés: Nivel Avanzado

Requeriments. 

3+ years of work experience (or 2+ years for applicants with a bachelor's degree), a major in computer science or related fields, experience in development or O&M of software
2. Applicants with a major in computer science or communications and experience in cloud services preferred, allowing for half a year less work experience than normally required
3. Strong customer service awareness, good communication skills, fluent English speaking, ability to speak Chinese preferred
4. Able to work in 24/7 rotating shifts
5. Any two of the following qualifications:
Knowledgeable about cloud computing and virtualization basics, familiar with the installation, configuration, maintenance, and optimization of Windows, Linux, servers, storage systems, and system software
Familiar with common client tools such as Xshell and jump servers for fault location
Knowledgeable about protocols such as DNS, S3, HTTP, HTTPS, and TCP, experience in locating network faults, familiar with basic Linux networking commands, common Linux connectivity issues, and iptables
6. Experience in handling online orders, authenticating accounts, or reviewing qualifications preferred


Responsabilities. 

1. Take service hotline calls following scripts.
2. Create service tickets for the calls taken to record customer issues and handling methods using templates.
3. Collect information from customers based on issue escalation templates and escalate issues quickly.
4. Communicate the solutions provided by the L2 support for escalated issues with the customers within the SLA-defined period.
5. Collect customer feedback, and identify and transfer valid customer comments and suggestions.
6. Summarize typical issues and discuss solutions with the Quality Assurance (QA) and User Experience Design (UED) teams.
7. Support new employee training and share work experience.
8. Develop service FAQs and cases periodically based on service requirements.
9. Report issues concerning process flows, rules, scripts, cases, system functions, or tool experience.