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高級(jí)IT支持工程師（北京 英語(yǔ) VIP Helpdesk）

2.5-3萬(wàn)
  • 北京朝陽(yáng)區(qū)
  • 10年以上
  • 本科
  • 全職
  • 招2人
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職位描述

桌面運(yùn)維英語(yǔ)VIPIT服務(wù)
Qualification:
1. At least 8 years of IT Helpdesk experience in a professional environment or equivalent.
2. Bachelor’s degree or higher in Computer Science, Information System, or related field. An equivalent combination of education and experience is acceptable.
3. Ability to communicate to technical and non-technical staff in verbal/written form in English. Must be proficient in both Chinese and English.
4. Good understanding of general desktop hardware and software in Microsoft Windows, macOS, Office 365, Video Conferencing platforms, VPN, Adobe, etc.
5. Good understanding of VIP user support and helpdesk process.
6. Good understanding of ITIL to better cooperate with other skill teams.
7. Solid experience with various end user computing technologies and services, including but not limited to Active Directory, ServiceNow, Comanagement, Apple Business Manager, meeting support, project support, quality assurance, etc.
8. Basic knowledge of networking, IP telephony, VDI, etc.
9. Ability to participate in on-call rotations that include after-hours and weekend and holiday support.
10. Detailed oriented, responsible, proactive, self-motivated, process minded, customer oriented, analytical thinking and problem solving.
11. Strong organization skills with the ability to effectively prioritize and execute multitasking.
12. Ability to work under pressure and tight deadlines and can take ownership and accountability.
13. Ability to work effectively in a team environment as well as independently.
14. Certification in ITIL, ISO 2000 or PMP would be advantageous.
Job Description - General:
General Responsibilities:
1. To provide on-site and remote technical support for end users on daily basis.
2. To serve as the first point of contact for end users seeking technical assistance via phone, email, IM and onsite.
3. Provision of IT equipment preparation, installation and delivery services.
4. To escalate service requests and incidents to relevant teams when needed, and collaborate to resolve.
5. To log all work notes and activities into the ITSM tool.
6. To identify and recommend possible improvements to procedures and processes to meet the needs of end users.
7. To provide meeting supports for end users and events, including but not limited to installation, setup, testing, rehearsal, user training, etc.
8. To provide technical support for video conferencing platforms, i.e., Zoom, Webex, VooV and other H.323/SIP protocols, including but not limited to client installation, configuration, troubleshooting with suppliers, etc.
9. To help organize, record, and manage virtual meetings, and also provide training materials for different meeting attendees, and provide training for assistants.
10. To cooperate with suppliers to support and maintain meeting room equipment and platform, and escalate to relevant teams when needed.
11. To provide professional in-meeting services, including but not limited to presentation settings, PC settings, video/audio settings, etc.
12. Please note that this role may not be dedicated full-time and may have other responsibilities assigned depending on the work schedule.
VIP Support:
1. To provide on-site and remote technical support for VIP users on daily basis.
2. To proactively check health status of VIP users' IT devices and take necessary actions, including not limited to computers, mobile phones, tablets, applications, etc.
3. To manage and maintain VIP user profiles and build customized process/communication/escalation channels.
4. Provision of IT equipment preparation, installation and delivery services.
5. To escalate service requests and incidents to relevant teams when needed, and follow up on the progress towards resolution from end to end.
6. To log all work notes and activities into the ITSM tool.
7. To identify and recommend possible improvements to procedures and processes to meet the needs of VIP users.
8. Please note that this role may not be dedicated full-time and may have other responsibilities assigned depending on the work schedule.
Project Support:
1. To support end user computing related projects, and participate in project coordination, requirement analysis, testing, maintenance, etc.
2. To support IT Helpdesk related projects, and participate in project coordination, requirement analysis, testing, maintenance, etc.
3. To support IT operation related projects, and participate in project coordination, requirement analysis, testing, maintenance, etc.
4. To develop and implement EUC related solutions for business needs in consultation with business units.
5. To provide support for end user computing applications.
6. Please note that this role may not be dedicated full-time and may have other responsibilities assigned depending on the work schedule.
工作地點(diǎn)：北京市朝陽(yáng)區(qū)天辰東路1號(hào)亞洲金融大廈
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工作地點(diǎn)

北京朝陽(yáng)區(qū)亞洲金融大廈

職位發(fā)布者

黃女士/HR

三日內(nèi)活躍
立即溝通
廣州宏意星
廣州市宏意星計(jì)算機(jī)系統(tǒng)服務(wù)有限公司是一家專(zhuān)業(yè)化的IT增值服務(wù)提供商。作為IBM公司的供應(yīng)商，廣州宏意星致力于為客戶(hù)提供專(zhuān)業(yè)化的IT運(yùn)維管理增值服務(wù)，致力于為行業(yè)客戶(hù)的商業(yè)應(yīng)用系統(tǒng)提供個(gè)性化的軟件解決方案。廣州宏意星運(yùn)用自身雄厚的技術(shù)及資源優(yōu)勢(shì)，詮釋了一個(gè)新的IT服務(wù)理念：無(wú)論何時(shí)、何地，廣州宏意星都隨時(shí)準(zhǔn)備以專(zhuān)業(yè)的人性化服務(wù)，來(lái)保障企業(yè)的正常運(yùn)作和高速發(fā)展。廣州宏意星的全部宗旨都基于一條重要的原則，即成果共享與客戶(hù)關(guān)懷。出于這種精神，宏意星人愉快地貢獻(xiàn)他們的時(shí)間、知識(shí)與經(jīng)驗(yàn)，恪守誠(chéng)信原則，不斷地為客戶(hù)、員工和社會(huì)創(chuàng)造更大的價(jià)值。
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