Specialist, Technical Service

2 weeks ago

Shanghai, Shanghai, China IMAX Full time

Description

:

Key Responsibilities:

Respond to all inbound client communications including: alerts, emails, phone calls within set timeframe

Extensive telephone diagnostics and problem resolution - Supporting multi-million dollar equipment in a critical "show must go on" environment.

Update IMAX CRM database in real time after each call.

Review daily SNMP messages from our theater network and provide proactive recommendations to Regional Managers.

Maintain 100% uptime of all IMAX theatres through telephone support and emergency servicing.

Reduce the number of lost shows by quickly responding, analyzing and correcting problems over the phone or proactively avoid lost shows by monitoring of the network.

Provide reports to customers from SNMP messages such as lamp hours, hard drive utilization etc. - Prepare technical documentation including Bulletins, Procedures and troubleshooting flow charts.

Track parts exchanged and ensure parts are returned from the client within the contractual obligations of warranty

Requirements:

A preference for four years at the university, college, or significant job related experience and specialized training in engineering/electronics with a strong computer background.

Background in technical service support with help desk experience or PC service and support experience and/or network experience. Good Knowledge of Network and TCP/IP;

Excellent English written and verbal communication skills .

Experience with common software and hardware, including but not limited to MS Office Suite, Outlook, Lotus

MS Windows/XP, Networking monitoring and troubleshooting is mandatory

Good knowledge of Operating System Internals (Linux or any Unix variants)

Working knowledge of SQL Query and Knowledge data base - Knowledge of setting up wired and wireless network (hardware, wiring and set-up)

Basic Knowledge of High Low Voltage Electric Trouble Shooting Skills;

Basic Knowledge of script (in DOS, Microsoft Windows, Linux or any variants); - The ability to multi-task carrying out an effective telephone trouble shooting and problem solving on multiple problems/theatre.

The ability to deal with each customer's unique questions and give advice on operational matters. -

Excellent analytical and problem solving Skills

Work in a virtual environment as may be necessary

Train and develop IMAX projectionists.

WORKING CONDITIONS

Work at the call center is mainly carried out on a 24hr shift basis. PHYSICAL REQUIREMENTS

Ability to sit for prolonged periods of time - Ability to work shifts, holidays and weekends

At IMAX, you will be part of a culture built on respect – we are committed to creating a welcoming and diverse atmosphere across our organization.

For consideration, please apply online. We thank all applicants for their interest in IMAX but only those selected for an interview will be contacted.

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