Responsibilities:

• Responding to telephone and face to face enquiries

• Provide 2nd line Desk side/Remote support services to end users to troubleshoot IT Technology (PC/MAC/end user devices) related support calls

• Manage ITSM support queue (Remedyforce) and respond within agreed SLA's

• Build, configuration, deploy and troubleshooting of hardware & software

• Supporting end user/infrastructure projects as required

• Maintaining hardware assets

• Peripheral support for mobile devices

• Basic network support, (including desk side troubleshooting, local patch management, supporting global network teams)

• Support events both on & off-site

• Must be able to travel to multiple in-country locations if required eg office, offsite storage locations & Retail stores

• General awareness of issues which could impact the business

• Enable our customers to use their technology effectively

Technical Skills

• Solid experience within Retail (RF Scanners/RF printers, RFID, Till support)

• Solid experience with end user support

• Solid technical support experience with PC & MAC, this should included OS (W7/OSX), Microsoft Office suite/Apple Life support

• Familiarity with Active Directory, SCCM, Jamf Casper

• Experience with Multi-site & Remote support

• Support of locally impacting projects/changes e.g. Out of hour technical changes, UAT verification etc

• Familiar with IT call logging systems

• Solid experience with Apple mobile devices

• General understanding of TCP/IP, LAN and WAN, VPN/Remote access

• General understanding of Audio Visual/Retail Theatre

• Provide end user training (individuals & groups)

Personal Skills

• Fluent in Mandarin & English

• Self managed & proactive

• Able to work within a fast pasted environment

• Confident & articulate

• Great customer facing skills

• Well presented

• Confident with Executive support

• Willing to work out of office hours as required

• Team player - Able to work with global IT team

• Be able to see the “bigger picture” of IT
  

上班地址：南京西路1717号会德丰国际广场33F