We are now looking for an IT Service Desk Administrator reporting to the EMEA & APAC IT Manager. This role is based in Shanghai, China. The primary responsibilities for this position include effective operation, maintenance, and support of hardware, software, network, and related infrastructure in the global environment.
Intralox was founded on the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We invest heavily in these values and aim to practice our business philosophy principles every day, which is why we have been consistently recognized for innovation and workplace excellence. We believe in the power of a good idea no matter where it comes from, using trust as the foundation of how we work, and that self-managed people are our greatest asset.
Responsibilities:
- Responsible for technical support of all IT systems and hardware.
- Answer support desk calls and troubleshoot web tickets through resolution in support of global users.
- Configure, install and maintain IT software and hardware (i.e., computers, network printers, scanners, etc.).
- Deploy software and apply custom image to computers using SCCM.
- Maintain effective and open communication with business users and other global IT team members when resolving incidents and fulfilling requests.
- Coordinate project tasks with IT vendors and providers.
- Work with the Security Team to mitigate security vulnerabilities.
- Maintain inventory, track assignment of loaner devices, and procure replacement inventory as needed.
- Identify proactive ways to reduce the number of incidents in the environment.
- Participate in IT Projects to ensure a complete understanding of new and upgraded systems.
- Assist with managing regional vendor relationships, and contract renewals.
- Identification of opportunities for continuous improvement (automation, upgrades, security, updates, etc.) of systems in production.
Requirements:
- Bachelor's degree in Information Technology or related field; or 2 years of proven IT Help Desk experience with at least one IT certification listed in desired qualifications.
- Native Mandarin Chinese and fluent English.
- Excellent written and verbal communication skills.
- Ability to multi-task, prioritize and re-prioritize assigned work according to business needs.
- Must be a team player with strong attention to detail, organization, and follow-up skills.
- Familiarity with Microsoft operating system, and Office 365 Suite.
- Strong analytical and problem-solving skills; ability to independently perform root cause analysis.
- Ability to work well with minimal direction or instruction while in a global team environment.
- Strong customer service skills and ability to interface across borders and all organizational levels.
- Must have a valid driver’s license.
- Willing and able to travel between facilities as needed for the position.
- Ability to work evenings and weekends, as needed.
Desired Qualifications:
- Previous experience with A+, Net+, Microsoft Administrator Certification, ITILv.3, or CCNA.
- Prior Help Desk experience, familiarity with management software and RSAT tools.
- Prior experience taking support calls and troubleshooting remotely.
