EDI L1支持
EDI L1 Support
EDI Level I Support
关于该职位
该职位是一个技术性及支持性质的客服岗位，全年无休，包括轮班、周末和节假日，以确保持续运营。该职位人员将执行日常任务，通过结构化的工作任务提升技能，使用现有流程解决常规或标准问题，并从他人处获得指导、建议和方向。
职责
- 协助业务智能团队参加会议。
- 从内部和外部客户收集数据以生成报告和操作仪表板。
- 第一线支持（记录、分类、优先级排序、跟踪和将用户报告的事件转交给相应人员）
- 通过安排会议和准备材料为管理层提供运营支持。
- 监控事件警报，通知相关团队，并处理来自终端用户的请求，转交至二级和三级支持工程师。
- 监控数据库事件的可用性，如数据库可用性、实例可用性以及磁盘驱动器和文件系统的空间可用性。
- 监控 Oracle 警报日志文件、事务日志和备份日志。
- 监控与数据库相关的活动，响应应用支持和开发团队的电话。
- 监控备份和恢复错误，响应有关数据库恢复的请求。
- 监控指标警报，性能相关问题，如高 CPU 使用率、应用性能、高内存使用率、应用调优和查询调优。
- 执行其他指派的任务。
- 遵守所有政策和标准。
要求
- 需要获得与 IT 相关的副学士或学士学位，或 1 年以上提供基础理论和概念暴露的工作经验，且能够执行基本和高级的支持相关活动。
- 需要专业、销售或技术领域的正式教育和相关专业知识。
- 执行基于技术的活动，负责初步故障排除、工单管理、首次联系解决、升级、系统监控和文档编写。
- 参与并管理项目。
- 使用演绎推理解决问题并提出建议。
- 与关键利益相关者互动并产生影响。
- 利用以往的知识和专长取得成果。
- 能够独立完成工作或与团队合作。
- 遵循标准化流程。
查看英文原文
EDI Level I Support
About the Role
This role is a technical and support helpdesk role operating 24/7/365 including shifts/weekends/holidays for continuous operations. This individual will perform routine assignments, develop skills by performing structured work assignments, use existing procedures to solve routine or standard problems and receive instruction, guidance, and direction from others.
Responsibilities
- Assist the Business Intelligence team by attending meetings.
- Collects data from internal and external customers to generate reports and operational dashboards.
- First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users)
- Provides operational support by scheduling meetings and preparing materials for leadership.
- Monitor the event alerts and notify the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
- Monitor the availability of Database events like DB availability, Instance availability and the space availability of disk drives and file systems.
- Monitor the Oracle Alert logs files, transaction logs and backup logs.
- Monitor the database related activities, respond to calls from the Application support and developments teams.
- Monitor the backups, recovery errors, respond to the request regarding the restoration of the DB
- Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
- Performs other duties as assigned.
- Comply with all policies and standards.
Requirements
- Requires an associate or bachelor’s technology-based degree for IT or 1+ years of work experience that provides exposure to fundamental theories and concepts and must be able to perform basic and advanced support related activities
- Requires formal education and relevant expertise in a professional, sales, or technical area.
- Performs technical-based activities and would be responsible for initial troubleshooting, ticket management, first contact resolution, escalation, system monitoring and documentation.
- Contributes to and manages projects.
- Uses deductive reasoning to solve problems and make recommendations.
- Interfaces with and influences key stakeholders.
- Leverages previous knowledge and expertise to achieve results.
- Ability to complete work self-guided or with a team.
- Follows standardized procedures and practices to achieve objectives and meet deadlines.
- Responsible for developing technical contributions.
- Follows standardized procedures and practices to achieve objectives and meet deadlines.
- Interpersonal Skills - Exchanges information and ideas effectively.
Flexible Working
At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role, you can expect the following working conditions:
· Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.
Working For You
Perks and rewards designed for you:
- Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.
Join Us
At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:
Bring your authentic self to work
Grow and thrive, both personally and professionally
Make a difference with our clients, in our communities, and with the millions of people we support
When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!
Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $63,140 - $82,000.
Originally posted on Himalayas