Qualification:
1. At least 8 years of IT Helpdesk experience in a professional environment or equivalent.
2. Bachelor’s degree or higher in Computer Science, Information System, or related field. An equivalent combination of education and experience is acceptable.
3. Ability to communicate to technical and non-technical staff in verbal/written form in English. Must be proficient in both Chinese and English.
4. Good understanding of general desktop hardware and software in Microsoft Windows, macOS, Office 365, Video Conferencing platforms, VPN, Adobe, etc.
5. Good understanding of VIP user support and helpdesk process.
6. Good understanding of ITIL to better cooperate with other skill teams.
7. Solid experience with various end user computing technologies and services, including but not limited to Active Directory, ServiceNow, Comanagement, Apple Business Manager, meeting support, project support, quality assurance, etc.
8. Basic knowledge of networking, IP telephony, VDI, etc.
9. Ability to participate in on-call rotations that include after-hours and weekend and holiday support.
10. Detailed oriented, responsible, proactive, self-motivated, process minded, customer oriented, analytical thinking and problem solving.
11. Strong organization skills with the ability to effectively prioritize and execute multitasking.
12. Ability to work under pressure and tight deadlines and can take ownership and accountability.
13. Ability to work effectively in a team environment as well as independently.
14. Certification in ITIL, ISO 2000 or PMP would be advantageous.
Job Description - General:
General Responsibilities:
1. To provide on-site and remote technical support for end users on daily basis.
2. To serve as the first point of contact for end users seeking technical assistance via phone, email, IM and onsite.
3. Provision of IT equipment preparation, installation and delivery services.
4. To escalate service requests and incidents to relevant teams when needed, and collaborate to resolve.
5. To log all work notes and activities into the ITSM tool.
6. To identify and recommend possible improvements to procedures and processes to meet the needs of end users.
7. To provide meeting supports for end users and events, including but not limited to installation, setup, testing, rehearsal, user training, etc.
8. To provide technical support for video conferencing platforms, i.e., Zoom, Webex, VooV and other H.323/SIP protocols, including but not limited to client installation, configuration, troubleshooting with suppliers, etc.
9. To help organize, record, and manage virtual meetings, and also provide training materials for different meeting attendees, and provide training for assistants.
10. To cooperate with suppliers to support and maintain meeting room equipment and platform, and escalate to relevant teams when needed.
11. To provide professional in-meeting services, including but not limited to presentation settings, PC settings, video/audio settings, etc.
12. Please note that this role may not be dedicated full-time and may have other responsibilities assigned depending on the work schedule.
VIP Support:
1. To provide on-site and remote technical support for VIP users on daily basis.
2. To proactively check health status of VIP users' IT devices and take necessary actions, including not limited to computers, mobile phones, tablets, applications, etc.
3. To manage and maintain VIP user profiles and build customized process/communication/escalation channels.
4. Provision of IT equipment preparation, installation and delivery services.
5. To escalate service requests and incidents to relevant teams when needed, and follow up on the progress towards resolution from end to end.
6. To log all work notes and activities into the ITSM tool.
7. To identify and recommend possible improvements to procedures and processes to meet the needs of VIP users.
8. Please note that this role may not be dedicated full-time and may have other responsibilities assigned depending on the work schedule.
Project Support:
1. To support end user computing related projects, and participate in project coordination, requirement analysis, testing, maintenance, etc.
2. To support IT Helpdesk related projects, and participate in project coordination, requirement analysis, testing, maintenance, etc.
3. To support IT operation related projects, and participate in project coordination, requirement analysis, testing, maintenance, etc.
4. To develop and implement EUC related solutions for business needs in consultation with business units.
5. To provide support for end user computing applications.
6. Please note that this role may not be dedicated full-time and may have other responsibilities assigned depending on the work schedule.
工作地点：北京市朝阳区天辰东路1号亚洲金融大厦