KEY RESPONSIBILITIES AND ACCOUNTABILITIES
1. Be the daily 1st and 2nd line support for all IT infrastructure related support incidents and service requests:
1）Desktop & peripherals support:
84 Windows 8 and 10 desktop support.
84 End-user applications support (Microsoft 365, Teams, etc.).
84 Office printers/copiers/scanners support.
84 Mobile phones support.
84 Telephony support (Cisco Call Manager administration).
84 Warehouse IT equipment support (Zebra barcode printers and -scanners, Android devices).

2）. IT Inventory management:
84 Installation of new desktops, laptops, tablets, printers, scanners, and mobile phones.
84 Purchasing of hardware, licenses, and support contracts.

3）. Basic networking & server admin:
84 Local network and internet troubleshooting (LAN, WiFi, SDSL, Fiber).
84 Administration of POP3/IMAP/Exchange mail clients.
84 Administration of e-mail anti-spam blacklists & whitelists.
84 Basic maintenance of server room equipment (Cisco switches, Barracuda firewalls, etc.).
84 Basic administration of VMware virtual machines.
84 Basic administration of Windows Server 2016/2019 (Active Directory & MS Exchange GPO).
84 Basic administration of Domains and DNS (register / renew domains).
84 Nice-to-have: Administration of Linux Ubuntu servers.

4）Security & monitoring & disaster recovery:
84 Basic administration of TrendMicro antivirus (server console + Office scan clients).
84 Management of application software updates on Windows.
84 Performing daily backup checks.
84 Monitoring the local systems and networks for issues (Opsview).
o Basic business applications support:
84 Maintenance of the basic IT infrastructure for ERP, accounting, and other business systems.

2. Managing & reporting work:
1）Track all incidents and service request in the ticketing system (OTRS):
2）Escalate tickets to the global System Engineering team where necessary.
3）Document all important changes and configurations in Confluence.
4）Prepare monthly status reports on own tasks and join monthly global System Engineering sprint planning meetings.
5）Report possible security threats to the global System Engineering team and IT manager.
6）Report possible infrastructure enhancements to the global System Engineering team and IT manager.

3. Requirement
1). A bachelor’s degree in computer science or equivalent by experience.
2). 3-6 years of experience in support engineering (Windows desktop support + basic to intermediate network and server administration).
3). Excellent Chinese and English speaking and writing skills.
4). Customer-service focused: friendly, helpful, and efficient.