Job Description
91,000-104,000
Job title: Help Desk Support Engineer
Direct report: Help Desk Manager, China
Location: Prometric Beijing Office

POSITION DESCRIPTION:
The Help Desk Support Engineer records, tracks, and resolves escalated technical problems with Prometric systems as requested by testing centers and other customers via phone, email and internet chat. They will use the service request management system (Magic) to fulfill these responsibilities, and as necessary contribute to the Knowledgebase and create appropriate documentation. The Engineer is required to train, develop and support Help Desk Analysts and lead special projects as assigned.

PRINCIPAL RESPONSIBILITIES AND ACCOUNTABILITIES:
 - Identify, analyze and resolve technical issues effecting the operation or delivery of all Thomson Prometric computer based tests.
 - Assume ownership of problems, and follow path of escalated contacts to insure the problems are resolved in timely and effective ways to the satisfaction of the customer.
 - Evaluate and perform root-cause analysis on escalated issues
 - Create documentation to assist other department with further analysis of technical issues
 - Manage special projects as assigned to improve Help Desk efficiencies and to reduce inbound calls to the Help Desk.
 - Perform tasks required to successfully meet Service Level Agreements for Software distribution, Exam Result and other identified metrics.
 - Identify training needs and develop/deliver technical training for Level 1.
 - Evaluate new Prometric Software to identify potential defects and confirm functionality as designed.
 - Assist other Thomson Prometric departments in the preparation for and remediation of new software and hardware releases by participating in beta testing as part of the release process.
 - Create Knowledge Base Documents to assist Level 1 in resolving repetitive issues.
 - Perform other duties as assigned

CANDIDATE QUALIFICATIONS:
Bachelor degree in computer related majors, 2+ years of experience in customer support and technical support in MNC working environment
Competent in English language, both written and verbal
Competent problem solving skills
Adaptable and comfortable with change
Ability to learn quickly and logically
Works well under pressure in a fast paced environment
Good interpersonal skills
Good telephone customer service skills
Self-starter and independent worker
Ability to work as part of a team to accomplish common goals.