Unisys Position Opening at Unisys in Shanghai, China

Position Summary/Responsibilities

The Role:

  • Be responsible for providing the entry level telephone technical support for hardware such as: Laptops, Desktops, PDA's, and Printers, and providing software technical support for products such as; Microsoft Windows Operating Systems, Microsoft Office, Lotus Notes, Smart Suite and other proprietary software.

  • Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.

  • Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

  • Typically provides effective telephone technical support for various clients.

  • Escalates complex problems to higher level of expertise within organization.

Key Responsibilities:

  • Provide support to end users to resolve incidents and diagnose underlying problems using remote connection toolset and implement corrective actions.

  • Handles calls within product/client phone queues as directed.

  • Performs required troubleshooting on all calls, and escalates, as necessary, any calls outside agent's established technical knowledge boundaries.

  • Escalates complex problems to the Remote Support Engineering staff or Field Engineering.

  • Ensures customer satisfaction on all completed calls, or verifies that customer has alternative plan for problem resolution.

  • Effectively communicate with members of management and technology support teams.

  • Informs supervisors of any work conflicts, dissatisfied customers, or hardware/software malfunctions.

  • To work in a shift pattern and be flexible.

Qualifications

Skills and Capabilities Required:

  • Have good IT knowledge & background (OS, Application software, Networks & IT infrastructure)

  • Good in trouble shooting application problems

  • Good communication skills and customer services oriented

  • At least 1 year's relevant experience; preferably with a telephone customer service positions with multi-national information technology companies

  • Completed Technical Certifications such as MCSE, MCITP are preferred.

  • Fluent Japanese skills

Company Information

Unisys is a leading provider of high-value services, software and solutions that deliver sustainable value to many of the world’s largest companies and governmental agencies. Unisys provides secure, consultative, industry-specific solutions and services for government, financial services, travel and transportation, life sciences and commercial organizations. With Unisys as a partner, clients can secure the trust of their own customers – and deliver today on the demands of tomorrow.

PeopleSoft Req Number: 300234

Job Location: CHINA / Shanghai / Shanghai

Full/Part Time: Full Time

Job Category: Client Services/Support