The CS IT support team provides 24/7/365 support of IT hardware, software, and systems in an on-site and on-call capacity for the Amazon.cn customer center (CS) taking ownership for all IT related issues. The successful support technician will be responsible for utilizing his/her skills to provide assistance to the operations team in resolving technical problems within the customer center (CS) that cover a multitude of disciplines.  Previous experience in working with a team in a leadership/mentor capacity is highly desired. 

Primary Qualifications:

• Field Technicians must have a good understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology.  He/She must possess superior technical aptitude, Chinese written and oral communications skills and the ability to deal effectively with people.  Strong analytical skills with demonstrated problem solving ability.
• Previous experience in which high levels of initiative, judgment, and tact has been demonstrated.  Proven ability to operate in extreme high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible.  Superior Customer Service skills in dealing with all levels in a team environment; display the patience of a Saint and a strong sense of humor.

Tasks/Responsibilities:

Telecom skills

• Strong background and experience at Telecom industry.
• Support and install PBX system & IP phone system.
• Administer and troubleshooting basic PBX voice mail systems.
• Good skill on report system. Include agent and supervisor administer.

Windows 2000/XP/2003 Server and Professional System Support and troubleshooting

• Install/test/troubleshoot applications
• Image and maintain desktop and laptop systems
• TCP/IP; DHCP; DNS; MMC; WINS
• Ability to write simple scripts in some administrative language;
• Ensures security procedures are followed and enforced;
• Ability to navigate through file systems, commands and utilities;
• Participate in on call systems support rotation;
• Build new systems to standard specifications;
• Effectively communicate with customer on basic problem resolution

Linux and Unix System

• Support, troubleshooting, install basic applications;
• Prepare system/application documentation with appropriate review process;
• Hold a basic understanding of core internet technologies - DHCP, DNS, mail transport, TCP/IP and network file systems;

Networking knowledge;

• Configure and maintain basic Cisco switches and routers;
• Maintain and Install enterprise wireless infrastructure.

Data Facility;

• Require for Data facility related knowledge and experience;
• In practice of cooling system & Power UPS system & anti-fire system
• Know well for Cabling standard and coordinate different vendors.

Experience/Skills:

• Chinese and English language skills (both written and verbal)
• Good understanding of computers and servers (both hardware and software);
• Demonstrated willingness to learn and apply new technology;
• Must possess superior technical aptitude, written and oral communications skills and the ability to deal effectively with people;
• Strong analytical skills with demonstrated problem solving ability;
• Previous experience with levels of initiative, judgment, and tact has been demonstrated;
• Proven ability to operate in extreme high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible;
• Superior customer service skills in dealing with all levels in a team environment;
• Create and administer clear, concise documentation to lower the possibility of a repeat problem;