The IT Location manager is a hands-on role, responsible for providing day to day first level support for end-user computing, supporting desktop hardware, mobile devices and standard applications within Greater China region.

• Perform all tasks in accordance with the Quality Management System to a competent standard
• Adhere to Service Level Agreements in place
• Adhere to change control policies and procedures
• Provide first level support to all Cook offices in APAC covering all areas of technical support for software and hardware
• Undertake root cause analysis of problems and document solutions
• Troubleshoot remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone
• Manage user accounts creation, modification and deletion in conjunction with HR on board/Off board procedures
• Organise and manage vendors when onsite to repair hardware issues
• Participate in regular staff meetings to ensure issues are addressed, escalated, tickets closed and knowledgebase updated
• Respond to incidents and service requests raised via the ticketing system
• Receive, escalate and assign support tickets within the support team, to third parties and technical peers
• Escalate issues to IT Platform & Support Services Team Lead as need arises
• Develop and adopt new systems/support procedures to suit changing business procedures and practices
• Assist with the maintenance of other IT infrastructure such as Audio Visual equipment and mobile devices
• Deploy workstations, laptops, software and peripherals to staff via configuration manager
• Strong English language written and spoken skills

• B.S. Degree in Computer Science, Information Technology, or related technical discipline; or experience of such kind and amount as to provide a comparable background is desirable
• Previous experience in an hands on IT support and platform services role desirable;
• Experience using an incident ticket system is essential
• Strong knowledge and experience supporting Microsoft Windows 7/10 and Office 2010/2013/2016 is essential
• Knowledge and experience supporting mobile devices such as Apple Iphone/Ipad is essential
• Experience with Active Directory user and group creation/modification is essential

上班地址：徐汇区天钥桥路333号腾飞大厦1503室