We are looking for an IT Support Leader to lead our growing team in Beijing & Weifang, reporting to our IT Operations Manager. The ideal candidate will have a strong, working background in managing a small IT field support team and/or desktop infrastructure support. The ideal candidate will have a solid understanding and experience in desktop technologies, emerging trends, and ERP knowledge and support experience. Success in the position will require exceptional communication skills, multi-tasking and troubleshooting abilities. Additionally, the IT Support Supervisor will work closely with the technology staff in all offices to implement initiatives across the enterprise. Periodic travel and after-hours work will be required.

• Follows service desk procedures in general end user support, and documenting activities, customer issues, troubleshooting steps, resolution outcome, and time duration in the service desk tool.

• Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

• Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.

• Talks to user to learn procedures followed and source of error.

• Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization.

• Investigates and resolves computer software and hardware problems of users:

• Requests the user with problem to use telephone, service desk, and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions as needed.

• Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly

• Diagnoses customer issues and assigns appropriate support, if outside scope of support.

• Able to talk to business department to collect requirements and talk to ERP team to make it happen.

• Promotes customer relations in tune with company plans and policies

• Installs and maintains end user hardware and software

• Works with next level of support

• Escalates problems according to defined processes

• Provides training and guidance to users to prevent user based error from reoccurring

• Creates, maintains, and manages site specific documentation

• Collaborate with other service teams to ensure efficient operation of the company’s end user computing environment.

• Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems.

• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by service desk tickets.

• Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports.

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations.

• Develop and maintain an inventory of all site assets, hardware and software. Insure they are properly updated in asset management and configuration management processes.

• If necessary, liaise with third-party support and equipment vendors for site specific support issues.

• Take active role in personal career development and personal performance management process.

上班地址：奎文区高新三路