職位描述
桌面運(yùn)維英語口語流利
Job Context & Major Challenges
?This position is responsible for providing excellent customer service to users and the business by bringing a proactive and detail-oriented approach to all work. This includes resolving incidents and requests in accordance with defined SLAs as either the primary or escalated technician.
?This position supports all applications, IT infrastructure, and services related to the site(s) that they support. This may include supporting IT and OT hardware and software.
?This position will coordinate, collaborate, or escalate with/to functional IT groups as needed to support the needs of the customer or the business.
?This position performs the installation, upgrades, and support of IT equipment, along with troubleshooting any issues that may arise. This includes but is not limited to overseeing the entire lifecycle of PCs, ensuring their continued functionality and efficiency.
?This position may support projects and initiatives as assigned to ensure the success of the business.
?This position serves as a subject matter expert (SME) for some technology (hardware/software) that is used by the business and provides advanced technical troubleshooting in resolving issues at the site(s) they support. This may include first-level and escalated support.
?This position will work closely with key stakeholders at the site(s) they support to help identify gaps and opportunities for improvement with a goal of optimization and continuous improvement.
?This position will provide Executive-level IT support and provide high urgency, best in class, end-to-end, concierge/white glove technical on-site, and remote support to C-level executives.
?This position is responsible for providing excellent customer service to users and the business by bringing a proactive and detail-oriented approach to all work. This includes resolving incidents and requests in accordance with defined SLAs as either the primary or escalated technician.
?This position supports all applications, IT infrastructure, and services related to the site(s) that they support. This may include supporting IT and OT hardware and software.
?This position will coordinate, collaborate, or escalate with/to functional IT groups as needed to support the needs of the customer or the business.
?This position performs the installation, upgrades, and support of IT equipment, along with troubleshooting any issues that may arise. This includes but is not limited to overseeing the entire lifecycle of PCs, ensuring their continued functionality and efficiency.
?This position may support projects and initiatives as assigned to ensure the success of the business.
?This position serves as a subject matter expert (SME) for some technology (hardware/software) that is used by the business and provides advanced technical troubleshooting in resolving issues at the site(s) they support. This may include first-level and escalated support.
?This position will work closely with key stakeholders at the site(s) they support to help identify gaps and opportunities for improvement with a goal of optimization and continuous improvement.
?This position will provide Executive-level IT support and provide high urgency, best in class, end-to-end, concierge/white glove technical on-site, and remote support to C-level executives.
Accountability
? Provide advanced troubleshooting, root cause analysis and problem resolution for all technical issues (hardware/software) that may arise.
? Serve as an SME for some technologies (software/hardware) and provide excellent on-site and remote technical support to customers and the business in alignment with the agreed upon SLA targets. All work should be documented completely after troubleshooting and confirmation of resolution.
? Coordinate with colleagues and/or Functional IT groups as needed to facilitate escalated technical support. Continue to serve as the “owner” of all queries through completion.
? Provide advanced troubleshooting, root cause analysis and problem resolution for all technical issues (hardware/software) that may arise.
? Serve as an SME for some technologies (software/hardware) and provide excellent on-site and remote technical support to customers and the business in alignment with the agreed upon SLA targets. All work should be documented completely after troubleshooting and confirmation of resolution.
? Coordinate with colleagues and/or Functional IT groups as needed to facilitate escalated technical support. Continue to serve as the “owner” of all queries through completion.
? Ensure all technology assets are secure and current with the latest Windows updates, compliance standards, patches, and other necessary updates.
? Collaborate with the business to identify opportunities for improvement and make recommendations to IT Management. Support the creation and implementation of solutions as assigned.
? Support IT Management as needed in resolving Major IT Incidents.
? Serve as the intelligent onsite hands for Functional IT groups as needed to support the IT Infrastructure.
? This position will work independently with little direct supervision and is responsible for maintaining communication and completing deliverables by the assigned deadlines.
? When requested, provide technical assistance outside of normal office hours.
? Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives.
? Assist with communication to stakeholders and IT management as needed regarding service provisioning and outages.
? Collaborate with the business to identify opportunities for improvement and make recommendations to IT Management. Support the creation and implementation of solutions as assigned.
? Support IT Management as needed in resolving Major IT Incidents.
? Serve as the intelligent onsite hands for Functional IT groups as needed to support the IT Infrastructure.
? This position will work independently with little direct supervision and is responsible for maintaining communication and completing deliverables by the assigned deadlines.
? When requested, provide technical assistance outside of normal office hours.
? Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives.
? Assist with communication to stakeholders and IT management as needed regarding service provisioning and outages.
Education & Experience
? Bachelor’s degree within Information Technology field of study, or equivalent work experience.
? Minimum 3-6 years of IT experience 3+ years of End-User Experience (EUX) focus area expertise with a comparably sized or larger company.
? Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.
? Experience working with executives and c-suite in an IT support capacity is preferred.
? Advanced Windows Desktop OS knowledge is required.
? Knowledge of and experience with Active Directory, Network Essentials, Microsoft Office Productivity Applications, PC Setup/Imaging and VoIP/Telephony systems
? Experience with mobile device management (MDM) setup, troubleshooting, and configuration skills (iOS and Android)
? Experience supporting Audio and Video conferencing technologies (Zoom, Teams, or similar.)
? Excellent communication skills with the ability to understand and converse in the local site language. Must be able to understand and communicate in English.
? Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills
? Excellent teamwork and collaborative skills
? Strong knowledge of service desk applications and associated operations (ServiceNow or similar preferred)
? Working knowledge of ITIL Service Management
? Experience supporting IT in a manufacturing environment with 24/7 operations is preferred.
? Bachelor’s degree within Information Technology field of study, or equivalent work experience.
? Minimum 3-6 years of IT experience 3+ years of End-User Experience (EUX) focus area expertise with a comparably sized or larger company.
? Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.
? Experience working with executives and c-suite in an IT support capacity is preferred.
? Advanced Windows Desktop OS knowledge is required.
? Knowledge of and experience with Active Directory, Network Essentials, Microsoft Office Productivity Applications, PC Setup/Imaging and VoIP/Telephony systems
? Experience with mobile device management (MDM) setup, troubleshooting, and configuration skills (iOS and Android)
? Experience supporting Audio and Video conferencing technologies (Zoom, Teams, or similar.)
? Excellent communication skills with the ability to understand and converse in the local site language. Must be able to understand and communicate in English.
? Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills
? Excellent teamwork and collaborative skills
? Strong knowledge of service desk applications and associated operations (ServiceNow or similar preferred)
? Working knowledge of ITIL Service Management
? Experience supporting IT in a manufacturing environment with 24/7 operations is preferred.
工作地點(diǎn)
虹橋萬創(chuàng)中心-一期
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