Serve as first responder/technician for IT technical support in Wuxi.
Liaise with, and provide support to, end users and staff on Enterprise Technology networks and equipment.
Work on assigned Help Desk tickets and projects in a timely and courteous manner, ensuring compliance with the Help Desk Service Level Agreement (SLA).
Record, track, and document the progress of Help Desk tickets from submission until final resolution.
Complete regular system maintenance on local Wuxi IT equipment, including switch and router upgrades, as well as PC upgrades.
Problem tracking and resolution with corporate IT infrastructure support vendors (ISP’s, support agencies, etc.)
Create and maintain documentation of certain Wuxi systems, support procedures, and user manuals, and give training per needs.
Monitor and test system performance as needed; prepare and deliver system performance statistics and reports as needed.
Completion of PC imaging, PC deployment and phone system maintenance for Wuxi users.
Assist in developing standards and processes to support and facilitate Enterprise Technology projects and initiatives.
Manage IT equipment.
EDUCATION
Bachelor’s degree, preferably in a computer-related field.
EXPERIENCE
3-5 years of experience in an IT systems management and support role
CERTIFICATIONS
Current IT certifications in one or more core Infrastructure & networking disciplines (Cisco CCENT, CompTIA A+, Network+, Security+, MCP, etc.).
PHYSICAL DEMANDS
Physical Effort: Negligible
Working Conditions: Requires flexible work hours to work with the US team in the evenings sometime.
Hazards: Negligible, little or no exposure to hazards
Ability to configure Cisco firewalls for VPN access (EZVPN, point-to-point, etc.)
Understanding of Cisco and vendor-neutral dynamic routing protocols (EIGRP, OSPF, BGP).
Knowledge of Cat6 and phone cabling, punch-down and cable installation techniques.
Ability to remotely manage a large collection of networking equipment using Telnet, SSH, etc.
Working technical knowledge of Microsoft server and client operating systems.
Occasional travel to IMMI home office for training events.
Demonstrated experience with analog/digital phone system maintenance.
Knowledge of printing technologies and print server management.
Knowledge of data center networking operations including copper/fiber cabling, broadband Internet and related technologies.
Knowledge of TCP/IP networking theory and implementation, subnetting and IPv4.