Job Description:

• Provide the L1.5 and L2 remotely technical support for International public cloud users via ITSM platform, hotline, and IM.
• Utilize monitoring tools, log analysis and related platform to deep dive the cloud users’ issues.
• Document problem details clearly and prepare comprehensive escalation materials for issues requiring further investigation.
• Create and maintain knowledge base articles for common solutions, helping to improve the resolution capabilities of the team.
• Proactively and clearly communicate troubleshooting progress to users, managing their expectations effectively.

 

 

Qualifications:

• Associate or bachelor’s degrees in computer science, information technology, or a related field or equivalent experience.
• 5 years + of technical support experience in a cloud/IDC/Internet industry environment, familiar with ITSM and ticket-drive workflow.
• Strong expertise in Linux or Windows Server administration, troubleshooting.
• Sold understanding of core network concepts (TCP/IP, HTTP, DNS, VPN, Load Balancers).
• In-depth understanding of core services from at least one major public cloud. The Tencent Cloud experience will be given priority Consideration.
• Exceptional customers service and communication skills, with the patience and professionalism to handle customer inquiries and complaints.
• Strong logical thinking and problem-solving abilities.
• Excellent team player, skilled at sharing information and collaborating with internal and external team.
• The ability to clearly articulate problem processes and solutions.

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.

Visit us at www.accenture.com 

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.