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It Manager-On-Site Support
hace 4 semanas
CaiNiao is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer. IT Support Engineers work with CaiNiaoians to provide and support the IT equipment and services that are used every day. We treat CaiNiao employees as our customers and provide timely, accurate, and professional assistance. CaiNiao's IT Services Support is the first point of contact for technical service requests for CaiNiao Corporate and its subsidiary employees worldwide. The successful IT Support Engineer will be customer-focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests.
You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.
- Laptops preparations for the new joiners, existing Cainiao EE as part of lifecycle replacements/hardware issues.
- Provide comprehensive technical support to Cainiao Corporate employees.
- Look for innovative process improvements and participate on teams to implement change.
- Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
- Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support.
- Create and update standard operating procedures (SOPs) to improve the teams' knowledge through knowledge management.
- Manage the ticket queue to provide support with a fluctuating case count of trouble tickets, ensuring the customer is always updated on next steps through resolution.
- Manage ticket quality by executing ticket auditing across Madrid.
- Assist with technical projects across In-Person Support, assuring deadlines are met and projects are completed on time.
- Escalate any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact.
- Assist with activities to triage and troubleshoot any system or network outage as needed.
- Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.
- Identify and provide training for front-line support to assist in career development.
- Provide in-person support to internal customers for a variety of IT related software and hardware issues.
Requirement:
- Bachelor's degree in Computer Science or IT related field, or 2 years' IT systems or relevant experience.
- 2 years of experience in technical help-desk or desk-side support environment.
- 2 years experience with Microsoft Windows 10 and additionally one or more of the following: Mac OS X, Linux.
- 2 years experience with networking hardware and concepts such as DNS, DHCP, OSI Model, and TCP/IP.
- Lift or carry equipment up to 25 lbs, as needed.
- Mandarin & English (Write & Read) - Must be a Spain Citizen.
Nice-to-have:
- Microsoft MCSE, MCSA, MTA - A, Network, ITF.
- Some Linux systems administration skills.
- Networking experience (CCNA, DNS, DHCP, routing, switching).
- AV/VC experience.
