Customer Support Engineer (L2) Customer Support Engineer (L2) …

S&P Global
in Beijing, Beijing Shi, China
Permanent, Full time
Be the first to apply
S&P Global
in Beijing, Beijing Shi, China
Permanent, Full time
Be the first to apply
Customer Support Engineer (L2)
JobDescription :
The Role: Customer Support Engineer (L2)
The Location: China - Beijing
Job Summary
Customer Support Engineer (L2) is a technician who provide higher level technical support for critical customer services.

Key Duties and Responsibilities
Dealing with registered and escalated tickets. Gather all required information from a customer to start issue investigation. Investigate and reproduce customer issues. Work with infrastructure and development teams to diagnose/resolve platform issues and carry out maintenance. Prepare steps/solution how to fix the issue. Promptly resolve customer service issues to the satisfaction of all. Proactively monitor various IT systems. Document all resolutions through the support desk system, produce and maintain the documentation on IT processes. Provide daily maintenance: backup and restore, new version deployment and roll back, periodic system cleanup, OS and components upgrade, security patching etc. Take ownership to resolve customer requests in accordance with SLAs and incident management protocols.

Specialized knowledge
  • Computing concepts, hardware and terminology
  • Linux Operation system administration (CentOS, Ubuntu)
  • Cloud services - EC2, VPC, Security groups (AWS, Alibaba)
  • Docker administration
  • Logging and Monitoring tools (Splunk, Graylog, Prometheus, Graphana, Zabbix, Nagios)
  • Devops automation (Jenkins, Bash scripting)
  • Network fault finding and diagnostics

Skills and abilities
  • Excellent communication skills (both written and verbal) with an ability to be a good listener
  • Problem-solving
  • Expert level troubleshooting capability to aggressively drive service and chronic related issues toward a quick but quality resolution
  • Analytical and troubleshooting skills
  • Ability to "get things done"
  • Time-management skills
  • Client orientation
  • Ability to work under pressure
  • Good Team player
  • Quick learner

  • Technical university degree
  • English - upper intermediate level

  • 5+ years of relevant experience

Personal characteristics
  • Responsible
  • Attentive to details
  • Result-oriented
  • Initiative and pro-active
  • Enjoyable helping others grow and learn
  • Highly motivated, disciplined, with an ability to manage competing priorities
  • Able to work independently and remotely