上海招聘

职位描述：
Help Desk Specialist
Full-time employment position with trading company in Shanghai, China
 
Brief Description:
We are looking for a customer service oriented Help Desk Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the group’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that employee value is maintained to the standards set forth by the company.
 
The primary function of the IT department includes but are not limited to designing, implementing, and providing daily operational support to the global company. This includes support of all network hardware and software as well as employee facing desktop support.
 
Responsibilities:
- Serving as the first point of contact for employees seeking technical assistance over the phone or email
- Determining the best solution based on the issue and details provided by employees.
- Support various products including, but limited to Microsoft software products, computer equipment, network equipment, mobile phones, telephony equipment, Apple devices, etc.
- Walk employees through the problem-solving process to meet a positive and satisfying conclusion
- Direct unresolved issues to the next level of support personnel
- Follow-up and update the employee on ticket status and information
- Record events, problems, and their resolution in our ticket tracking program
- Pass on any feedback or suggestions by employees to the appropriate internal team
- Provide accurate information on IT products or services
- Install computer peripherals and equipment for employees
- Maintain daily performance of all software and hardware equipment, as needed
- Identify and suggest possible improvements on procedures
- May need to provide support after normal working hours
Requirements:
- Ability to multitask with a sense of urgency while maintaining a positive attitude.
- Ability to be proactive and able to take direction and establish ownership of projects.
- Extensive experience with Microsoft Windows XP, Windows 7, MS Office Suite 2007, 2010, 2013, antivirus software, print and imaging devices
- Familiar with Private circuits, Firewalls, VMWare, SAN technology, Switches, routers, etc.
- Proven working experience in providing help desk support in an Active Directory Windows environment
- Proficiency in writing and speaking English and Mandarin
- Excellent communication and interpersonal skills
- Proven experience in troubleshooting, diagnosing, and/or monitoring of network devices
- Advanced understanding of computer systems, mobile devices, and other tech products
- Must be able to lift 35 lb.
- Experience providing 24x7 on-call technical support is a plus

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