Summary

Reporting to the IT Manager China, responsibilities revolve around the effective delivery of remote and on-ground IT Support L1 & L2 to internal customer/users. Daily job routine will include resolving incidents and requests captured via service desk tool and minor administrative and organizational task to assist IT Manager China.

Job Description

1. Provide on-site IT support for local Delivery Center, including hardware, software, network, etc.
2. Responsible for managing and maintaining the company's IT assets.
3. Windows/Mac/Linux computer deployment, desktop operation and maintenance and application support.
4. Manage various IT platforms and servers of the company, such as AD, Azure AD, O365 Admin, VPN, etc.
5. Be responsible for network construction and maintenance of all delivery centers in China, such as switch, Firewall, VLAN configuration, VPN construction and maintenance, etc.
6. Manage the company's anti-virus software console, and handle various unexpected information security incidents with the Global security team.
7. Be responsible for ServiceDesk, solve various requests according to SLA, and upgrade the request or problem to a higher level of IT support as a key user.
8. Participate in ISO-27001, ISO27701 and ISO9001 audits of all delivery centers in China, participate in customer external audits, and provide improvement suggestions and technical support for the audit as a key and leading department.
9. Participate in the development and implementation of solutions for the project team and client service department.
10. Conduct IT induction training and guidance for employees, and regularly organize IT skill training for employees.

Key Skills

1. Basic ability in oral and written English;
2. General understanding and configuration of LAN & WAN networking principles
3. Excellent customer service skills
4. Experience with end-user support
5. Desktop support skills in Windows and Apple Mac
6. Knowledge of Active Directory, O365 and others in user management level
7. Basic knowledge of IT asset management
8. Have a certain understanding of information security and the ISO27001 system

Qualifications

1. Experience working with an IT internal services and global , remote team preferable
2. Familiar with ITIL framework
3. Familiar with the basic architecture and principles of the network
4. Familiar with customer service principles would be highly regarded
5. 2 years+ experience in IT support roles
6. Experience of ITIL system – desirable
7. Experience in IT asset management – desirable
8. Tertiary degree in IT – desirable
9. IT-related certifications – desirable
10. Ability to speak and write Chinese is a plus

Skills

• Client Servicing
• IT support