Job Summary

On the IT Team you will perform all aspects of technical support related to the day-to-day computing needs of China offices. You will be expected to provide support via phone, e-mail and Intranet as well as perform problem determination face-to-face and work closely with IT support to support China offices and work closely with other Worldwide IT team to support IT systems for business. You will report to the APAC IT Manager based in Tokyo.

Responsibilities

Primary Responsibilities:

Diagnose and resolve computer & peripheral problems and requests from users in a timely manner including accurately recording such requests into the help system.
Install, configure and troubleshoot PC hardware and software.
Create and document local procedures, guidelines and best practices.
Record, track and maintain equipment inventory.
Provide training to users in supported desktop products.
Software packages including operating systems, desktop software and custom applications
Telecommunication solutions including Audio/Visual equipment, conference room equipment and Unified Communications clients
Liaise with local service and support providers.

Secondary Responsibilities:

Provide first level support for networking and application issues.
Support the optimization of the existing environment.
Regional and Worldwide IT projects support.

Minimum Qualifications

A bachelors degree and 3 years of professional work experience is required.


Additional Qualifications

The Technical Environment

The desktop computing environment consists of PCs running Windows 10, Linux, as well as Macintosh’s.
The server environment consists of lenovo servers running Windows Servers and Linux on VM Platform.
Support includes, but is not limited to, maintenance, troubleshooting, repair, upgrades and installation server hardware and software.

Key Personal & Technical Knowledge
The ideal candidate will be able to handle multiple tasks in a fast paced team environment
Written and verbal including the ability to work one to one and in big groups on complex technical issues (face to face, over the phone / via video conference)
Working within a software development organizations.
Working closely with business areas and be the liaison for the IT team (relationship building)
Experience working for an international business over a wide geography
Ability to work alone, but also as a member of a large team
Experience of working at all levels (from desktop support up to companywide trouble shooting)
Excellent troubleshooting / problem solving skills

In-depth knowledge of / focus on:
Desktop software including, Microsoft Office products.
Troubleshooting complex issues related to operating systems and PC hardware.
Desktop Operating Systems including Windows 10 / Linux.
Customer focus and dedication to customer satisf.
Self-starter ability to work on his/her own, but also within a team work

A Working knowledge of:
Office 365
Networking (WAN & LAN) topology and protocols.
Desktop Virtualization (VMware).
Telecoms Setup & configuration.
Remote Working / Mobile Computing.
Lync / Skype for business.
SharePoint / Yammer /OneDrive for Business.
Backup software and processes.

Qualifications:
Customer focused with a dedication to customer satisf.
Complete knowledge of networking topology and protocols.
Excellent communication skills, both written and verbal in Chinese and English.
Performs with strong technical, analytical and problem solving skills without outside direction.
Strong initiative, self-motivation, ability to complete tasks on time.
Excellent judgment, decision making, and organizational skills.
Ability to remain calm under pressure and handle multiple priorities with minimal supervision.
Possesses self-initiative to proactively identify and pursue process improvements.

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