Basic Function

  • Provide Field Service IT support at one or multiple sites in China.
  • Maintain close work relationships with regional and global IT teams to ensure successful accomplishments of goals.
  • Scope of work comprises the key areas of IT Projects, Site Support, and Infrastructure Operations Support.

Roles & Responsibilities

Scope of work comprises these key areas:

  • Provide 1st Level Field Service support to users in one or multiple locations in China.
  • Troubleshoot, analyze, document and resolve any IT related issues at company sites; including those related to laptops, desktops, servers, networks, security and telephones.
  • Support of desktops, laptops, multi-function printers (MFDs), mobile devices, operating systems, office applications, software deployment and inventory systems, and other user productivity hardware and software.
  • Usage of Microsoft SCCM OS imaging and software package deployment systems
  • Resolution of complex hardware and software problems using supported technologies
  • Produce documentation for process, procedures or analysis.
  • Liaise with service providers and vendors to ensure availability of products and services.
  • Work on and resolve Field Service Incident tickets
  • Maintain IT inventory and asset management data
  • Work on IT projects as directed.
  • Maintain close work relationships with regional and global IT teams to ensure successful accomplishments of goals.
  • Provide training to users as needed.

Roles & Responsibilities (cont'd)

Inherent to success are:

  • Excellent working relationship with users through partnership. Within IT, with Global End User Computing, Global IT Service Desk, Field Services and other IT functions.
  • Effective documentation and tracking of user requests, and resolution and escalation of issues.
  • Effective communications. Onsite and remote support are required with users and IT located globally.
  • Maintain knowledge base of IT issues and resolutions.

Min. Qualifications

Education:

  • Good University degree in IT or related discipline.

Work Experience:

  • At least five years of IT-related work experience with at least two years in user support in a MNC environment.
  • Coordinating and contributing in global IT projects for the APAC region.
  • Working closely with global and regional IT teams.

Licenses & Certifications:

  • Microsoft and Cisco certifications would be an advantage.

Languages:

  • Effective interpersonal communication skills with good command of spoken and written Chinese and a 2nd language of English.

Skills

  • Good working knowledge of Microsoft products, PC troubleshooting, HP servers, Cisco networks, Cisco IP phones and voicemail, security and anti-malware tools, remote computing tools and VPN.
  • Experienced with remote control and troubleshooting tools.
  • Good working knowledge of desktop PC and laptop hardware
  • Microsoft Windows operating systems
  • Network enabled printers, MFPs, and copiers
  • Active Directory structures, groups, and replication
  • Microsoft SCCM OS imaging and software package deployment and support
  • Office and Outlook 365, WebEx, mobile computing and other messaging and collaboration technologies
  • Service catalogues (ITIL framework is preferable)
  • Familiar with LAN technologies, security architectures including proxy servers and desktop firewalls. Familiar with SAP.

Critical Competencies

  • Work independently without constant supervision, and driven by commitment to see through to acceptable resolution for every issue.
  • Mature attitude with excellent customer service skills.
  • Listen and speak effectively and give technical guidance on the telephone.
  • Work flexible hours and public holidays when needed.
  • Good team player.
  • Willing to travel as required.

Competencies

  • Builds effective teams
  • Collaborates
  • Cultivates innovation
  • Customer focus
  • Demonstrates courage
  • Drives results
  • Ensures accountability
  • Instills trust and exemplifies integrity