Role Profile—System Engineer (IT Helpdesk)

SUMMARY

A is a fast paced, empowered, international working environment. You will be a member of APAC IT team and provides majority of operational support in China.

Each member is empowered to make a positive impact on the company. You must be proactive; service-oriented; willing to accept responsibility; able to work within demanding deadlines; flexible; decisive and you should possess excellent team working skills. You should also be able to maintain your professional composure under stressful situations.

Responsibilities fall into two broad categories:

System Engineer – Provide 1st and 2nd line desktop, network, VoIP system to A China office and remote staff; maintaining office IT systems and back-office environment.

Technical Support - Responsible for effectively, efficiently and promptly resolving issues related to PC systems, software and company web applications for remote user customers and customer support department. Provides technical Help Desk support to ensure customer satisfaction.

 

Responsibilities in System Administration: Your regular activities would include:

Providing 1st & 2nd line desktop support to end-users in our headquarter office, remote sales offices and remote sales staff.

Providing 1st & 2nd line network support for the office LAN’s, as well as troubleshooting the WAN infrastructure (you will be required to work closely with distributed teams in different time zones).

Providing 1st & 2nd line support for our Cisco VoIP system and related call centre.

Performing periodic and/or required maintenance in the desktop & back-office environments.

Providing accurate and complete documentation.

Liaising with vendors and external consulting companies for equipment purchases, repairs and maintenance.

Participating as a member in various IT or cross-departmental projects.

Some travel may be required.

 

Responsibilities for Technical Customer Support:

Provide Remote Desktop support to Customers

Act as a resource for call handling and escalation to others in the department

With little supervision, respond to customer communication regarding software/hardware issues received via phone or e-mail. Evaluate nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for the customer.

Possesses extensive knowledge of company processes, procedures and product information/materials. Familiar with sales, manufacturing and distribution structure of company to respond effectively to customer contacts.

Accurately and thoroughly document information in the database(s) about each contact handled following defined parameters.

Expert in the use of the Customer Support phone, data systems and the corporate web site.

Expert with the company’s technical systems to support customers in their use. Explains technical information in an easily understood manner

Liaison with other departments to provide updates on current mutual topics/issues, participate in problem solving and development of mutual solutions and improvements.

Offer ideas for procedures and processes to improve service and customer satisfaction.

Works to identify and resolve complex department issues. Presents analyses and reasonable solution clearly and concisely.

Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.

Handle technical questions and issues efficiently, effectively and promptly for customers.

 

Meet departmental standards for personal and team performance metrics including, but not limited to contact volume handled, turnaround time and quality.

Recommend software/web corrections and enhancements to Customer Support Senior Technical Specialist.

Participate in special projects and/or training when requested.

QUALIFICATIONS

Technical skills:

The following skills are required:

1. A thorough understanding of MS Windows OS & Office application suite, as deployed in a corporate organization. And good understanding of general server concepts (such as security, file sharing, server resources, centralized updates).
2. A thorough understanding of basic networking concepts (such as DHCP, DNS, WINS).
3. Experience with Cisco network devices (switches, routers) and Cisco VoIP system.
4. Experience with Active Directory and MS Windows Server, Exchange Server (preferably Exchange 2010 or latest)
5. Experience with Backup Exec, or a similar backup suite.
6. Experience with anti-virus software suite - TrendMicro.

 

The following skills would be considered a plus:

Experience with Exchange Server.

Experience with Cisco network devices (switches, routers).

Experience supporting a Cisco VoIP system.

Experience with firewalls & network security.

 

Non-technical requirements:

1. Good communication skills in English, additional language skills are desirable.
2. The ability to work with distributed teams across different time zones.
3. Excellent organizational skills and documentation skills.
4. Ability to understand customers and their requirement.
5. Takes ownership of problems/issues within his/her control
6. Executes to goals and objectives; makes and keeps commitments.

 

EDUCATION and/or EXPERIENCE

1. IT-related degree or equivalent work experience.
2. Minimum of 2-3years relevant full time work experience, where having worked in an international environment would be a plus (with special emphasis on working with U.S. companies).

 

SKILLS REQUIRED: LANGUAGE SKILLS

English

PHYSICAL DEMANDS & WORK ENVIRONMENT

n/a

WORK SCHEDULE / HOURS

Monday – Friday from 9：00 to 18:00