IT Support Technician

China IT Support Technician

The Role:

In this role, you will serve as the IT Support Technician based in Shenzhen, China, providing support to both onsite and remote employees in China. You will be responsible for managing the Shenzhen IT system and support complex local projects in a fast-paced, high-intensity work environment. Additionally, you will offer essential user support and handle basic IT setups for approximately 200 users at our Shenzhen factory. You will also collaborate with your team members to support 400 remote users across China.

You will need to maintain a composed mindset to work effectively under pressure, solve problems promptly, and collaborate seamlessly with remote colleagues in both China and the United States. This will ensure the smooth operation of our IT systems and the successful completion of projects and tasks.

Essential Functions:

Based in Shenzhen and reporting to the China IT supervisor, you will be responsible for:

• Provide onsite and remote support for IT issues: software, hardware, network, and security
• Perform hands-on fixes at PC level including installing and upgrading HW/SW, configuring systems and applications
• Perform preventive maintenance by monitoring / checking IT equipment including workstations, video conferencing, phones, printers, and network equipment
• Administer users, groups and organizational units in Microsoft Active Directory using Active Directory Users and Computers.
• Perform multiple IT projects as a project leader or member with handling various activities and tasks simultaneously. Collaborate with cross-functional teams, including local teams at the Shenzhen factory, remote teams in China/Asia, and teams in the US, to coordinate project activities, monitor progress, and resolve any issues or conflicts that may arise.
• Train employees in the proper use of hardware and software; create/maintain documentation.
• Collaborate with various internal stakeholders to ensure corporate requirements and work closely with the global IT team to implement corporate standards.

Knowledge, Skills, and Abilities:

• Solid technical expertise in end-user support with hands-on experience using Help Desk ticketing systems such as ServiceNow, preferably in a manufacturing or factory environment.
• Practical experience in managing OA equipment (e.g. multi-function printers, Video Conferencing systems)
• Hands-on experience in the support and administration of Windows 10&11 and Microsoft Office365 including OneDrive, Teams.
• Experience with VM and Cloud (Azure) environment.
• Project experiences in system implementation, office relocation, large-scale PC upgrades, etc.
• Excellent communication and interpersonal skills, a customer-friendly attitude and the ability to work in a virtual team environment. with the ability to build and maintain positive working relationships with team members, stakeholders, and remote partners across different cultures and backgrounds.
• Excellent Problem-solving skills, proactively identify potential problems and risks in projects and IT operations and develop and implement effective solutions to minimize their impact on business continuity.
• Demonstrate a positive can-do attitude when faced with challenges, maintaining a calm and composed demeanor under pressure to ensure effective problem-solving.
• Demonstrate resilience when dealing with long-term problems. Continuously monitor and evaluate the effectiveness of implemented solutions, making adjustments as necessary to improve performance and prevent the recurrence of issues.
• Rapid learning ability, with a demonstrated capacity to quickly acquire new knowledge, skills, and technologies, and apply them effectively in a professional setting.

Minimum education and work experience required:

• Bachelor's degree or above in IT or related major
• 3 to 5 years of experience in IT Help Desk environment supporting PC hardware and software
• Ability to work independently and as part of a team in a fast-paced, high-intensity work environment, managing multiple priorities and deadlines effectively.
• Excellent communication skills (English) both verbal and written. with the ability to convey complex ideas clearly and concisely to diverse audiences, including remote colleagues in the US and end-users at the Shenzhen factory.
• IT certification in Microsoft, Linux, Cisco or similar technologies is a plus
• ITIL certification or basic understanding of ITIL methodology is preferred