Senior IT Technical Support Specialist

2 weeks ago

Shanghai, Shanghai, China Corning Full time
About the Role

Corning is a company that invents life-changing technologies using materials science. As a Senior IT Technical Support Specialist, you will be part of this company, supporting the Senior Leadership Team.

Key Responsibilities:

  • Respond to and create Incidents, Tasks, or forms to track all work performed or needed.
  • Resolve user issues or requests for hardware, software, and/or services for approved desktop computing equipment, mobile devices, and services, including installations and upgrades.
  • Deploy and maintain mobile equipment such as smartphones and tablets.
  • Participate in on-call rotation supporting all SLT executives, including 24/7 support.
  • Identify recurring issues and document; escalate to appropriate personnel.
  • Ensure discreet handling of all business and maintain the highest level of confidentiality.
  • Keep leadership informed of potential issues including those with customers.
  • Represent the technical bridge between IT technology groups, Business Engagement, and SLT executives.
  • Follow existing processes and use standard methodologies to carry out assigned tasks.
  • Make recommendations for and implement improvements in processes and procedures.
  • Understand and follow Corning processes as per IT standards.
  • Perform other related duties as assigned by leadership.
  • Understand and apply the IT ticket priority matrix, striving to meet metric goals.
Requirements
  • Associate degree or equivalent work experience and knowledge.
  • Minimum three years of dynamic work experience in an IT technology role.
Skills

Required Skills:

  • Advanced technical troubleshooting and problem-solving skills.
  • Demonstrated experience supporting and diagnosing technology issues related to Active Directory, Microsoft Office 365, MAC OS, Windows OC, network services, etc.
  • Advanced knowledge and troubleshooting skills of mobile devices, specifically Apple and Android setup and configuration.
  • Mac computer familiarity and support skills a plus.
  • Strong remote support skills and familiarity with remote support tools.
  • Self-motivated and self-directed, with keen attention to detail.
  • Ability to function effectively in stressful situations/circumstances.
  • Strong customer service skills.
  • Outstanding interpersonal skills, able to explain IT matters in lay terms.
  • Ability to work in a close team environment as a strong team player or individual contributor.
  • Flexibility and adaptability.
  • Demonstrated ability to manage multiple tasks and timelines.
  • Ability to build relationships, interact professionally and respectfully with all levels of the organization across divisions and with customers.

Desired Skills:

  • Work experience supporting C-Suite level executives.
  • Prioritization and scheduling.
  • Flexibility with work schedule.
  • Ability to lead a project.
  • Ability to follow direction and proactively seek guidance when needed.

Soft Skills:

  • Ability and desire to learn new skills, accept and action feedback/coaching.
  • Effectively communicates verbally, in writing, and through presentation to peers, supervisor, executives, and customers.
  • Not afraid to seek help and ask questions to management chain for guidance.
  • Positive attitude.
  • Self-discipline and motivation.
  • Detail oriented.
  • Results oriented.

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