What Will You Do?

Fixing incidents with OLA (operating level agreement) conditions otherwise escalate it to the next level support

Users support for any IT problem via any communication method (face-to-face, skype, phone, voIP, im, mail, Service Desk system) with high loyalty to the VIP consumers

Maintain documentation (knowledge database) among entire support team, keep it up to date, create Standard Operating Procedures

Collaboration with service providers

Report on progress in Service Desk system (JIRA Service Desk)

Software support: installation, recovery, consultancy

Deliver local IT support & proximity services (incident & Service Requests)

Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis

Installation, configuration, operation, and maintenance of systems hardware and related infrastructure (amount of PCs – 250 +)/ troubleshooting (Windows 10, Chrome OS and MAC)

Carry out maintenance work of hardware and ensure that system hardware, operating systems work properly

Keep hardware equipment inventory list up to date in database CMDB

Hardware and software upgrade when necessary

Systems and application software troubleshooting when necessary

Video conferencing support - ZOOM etc.

Work closely with hardware vendors and service providers (quality assurance of services provided)

Writing User manuals for internal employees

LAN and VoIP support

Maintain and support existing servers

Participation in various IT projects

Other senior management orders\assignments

Key Skills Required:

Excellent knowledge of PC/laptop components, experience of assembling PC/laptop

Running hardware and office equipment diagnostics, maintenance and troubleshooting

Proficient administrator OS Windows

Office’ IT Infrastructure maintenance

Wireless network installation and maintenance

Experience in installation and maintenance SCS (structured cable system)

Experience in coordinating with hardware vendors and service providers

Excellent interpersonal and communication skills

Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources

Demonstrated customer focus

Builds strong customer relationships and creates processes with customer viewpoint

Strong analytical skills – strong problem solving skills, communicates in a clear manner and · effectively evaluates information/data to make decisions

Anticipates obstacles and develops plans to resolve

Broad understanding of IT Infrastructure and support processes

Apple Mac and iOS expertise

Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and/or industry activities

Change-oriented – actively generates process improvements

Supports and drives change, and confronts difficult circumstances in creative ways

Additional Skills Preferred:

Professional IT area education or relevant experience

Windows family user and administrator knowledge/experience

TCP/IP knowledge and work experience

PC Desktop/Laptop hardware knowledge at a professional level

Basic knowledge of monitoring systems and strategies

Basic knowledge of recovery systems and strategies

Knowledge with SQL queries for databases

Basic knowledge in ITSM / ITIL. Atlassian products knowledge is a plus

Customer focusing. Politeness, loyalty in any aspect

Resistance to stress, ability to work under pressure

Familiarity Database (MySQL, Postgres, MS SQL) is a plus

Familiarity writing scripts (at least one: PHP, JS, bash, Visual Basic) is a plus

Familiarity Debian/ubuntu is a plus

上班地址：南京西路580仲益大厦2917