IT Operations Technician

About the Role

We are seeking an IT Operations Technician to provide day-to-day technical support to end-users via phone, remote access, and desk-side support. The IT Support Specialist will be responsible for delivering, setting up, configuring, and troubleshooting end-user desktops & laptop computer hardware, software, printers, cellphones, and peripherals. They must also have the ability of resolving problems quickly with little impact to the end-users. Successful candidates will share our values and have an interest in working with the latest technologies in support of our operations team to provide exceptional support.

What You Will Do

• Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products such as Office365, Teams, etc.

• Assist end-users with basic computing and telecommunication issues and questions.

• Perform regular computer image, upgrades and ensure systems remain updated, which includes peripherals, software, and drivers.

• Perform new hire process (account, hardware, installation, training, etc.) as well as termination process.

• Coordinate timely repair of computer equipment.

• Perform IT equipment refresh lifecycle management.

• Provide support, installation, test, and upgrade of software applications including MS Windows, Outlook, MS Office etc.

• Work with Cyber Security team to review and react to any malware/virus/vulnerability risks.

• Support patching and security update on workstations.

• Maintain an inventory of IT hardware and software assets. Receive, deliver, and keep records of IT equipment/asset.

• Ensure all incident/problem tickets/service requests are closed within their established guidelines and SLA.

• Research, evaluate and analyze end-user operations and support processes, and make recommendations to management on methods for optimizing and improving overall customer experience.

• Create knowledge articles and update process documents.

• Administration of the desktop management infrastructure with strong Windows skills.

• Be engaged with local service providers and IT suppliers to ensure best possible services.

• Work with Systems/Network/Security/Application/PMO teams and support IT infrastructure activities including but not limited IT facilities, application servers, security agents, etc.

• Perform projects and miscellaneous duties as requested and interact with different IT functional towers globally to address and implement IT needs for the site.

• Proactively update status on reports for senior management, be collaborative, flexible, and adaptable in a team environment as well as independently.

• Meet and communicate with users, solve issues in a positive and efficient manner.

What You Bring

Minimum qualifications:

• Associate’s degree in a related technical discipline, or the equivalent combination of education, technical certifications, training and/or work experience

• Proficiency in English and Chinese.

• At least 4 years’ working experience in IT. Holding IT certification preferred.

Experience with the following technologies is preferred:

• 3+ years working in a helpdesk or desktop support environment.

• Microsoft Windows Image Deployment experience.

• Experience with a ticketing system.

• Experience using some type of remote desktop support tool.

• Understanding of VPNs and Wi-Fi profiles is a plus.

• Experience with TCPIP and VoIP is a plus.

• Excellent logical analysis and troubleshooting ability.

• Ability to learn new technical concepts quickly and readily.

• Ability to multitask, teamwork, self-starter,

• Strong interpersonal skills.

• Solid problem-solving abilities.

• Respect for client property, workspace, privacy, security measures and best-practices.