Technical Services Administrator

2 months ago

Shanghai, Shanghai, China Clarksons Full time

Company Overview

Clarksons provides a comprehensive suite of maritime services, including brokerage, financial solutions, port operations, and research. Positioned at the core of global shipping, our extensive reach and expertise allow us to collaborate with clients across various sectors, addressing the challenges of the rapidly changing maritime, offshore, trade, and energy landscapes. Leveraging our unique heritage and insights, we partner with clients and communities to develop strategies that positively influence the industry and the surrounding environment. Our commitment to excellence is driven by our dedicated team.

Role Summary

We are excited to announce an opening for an IT Support Operations Specialist to join our team in the APAC region. This role, based in Shanghai, is integral to our IT Support team and serves as a primary contact for the End User community. The successful candidate will collaborate with the team to enhance desktop service activities.

This position is ideal for individuals with prior experience in a support capacity who are eager to advance their technical skills. The perfect candidate will be dedicated to providing top-tier IT support, demonstrating a genuine interest in technology and its practical applications within the business. A customer-centric approach and a strong desire to learn and grow in technical service delivery are essential qualities we seek.

This is an office-based position, requiring attendance five days a week, Monday through Friday. The role includes a rotational on-call requirement, which encompasses weekends, and is factored into the overall compensation.

Key Responsibilities

  • Act as a primary contact within the IT Administration team for End User incidents and service requests.
  • Assist in triaging, taking ownership, troubleshooting, and coordinating with other IT teams to resolve issues and manage user expectations.
  • Develop and maintain accurate knowledge documentation on a quarterly basis.
  • Execute all tickets and requests following best practices and utilizing technology, applications, and services effectively.
  • Collaborate with the Lead IT Operations Administrator to identify trends and potential issues.
  • Enhance and refine service support offerings for the office.
  • Ensure the operational status of computers, printers, and other peripherals.
  • Provide assistance with hardware and software maintenance.
  • Perform additional duties as required to meet business needs.

Candidate Profile

We welcome applications from candidates who can demonstrate:

  • Drive and self-motivation, with a commitment to achieving excellence and effecting positive change;
  • Relationship Building skills, with the ability to establish rapport quickly;
  • Collaboration abilities, working effectively with diverse teams to share information and achieve results;
  • Resilience to adapt and persist in challenging situations;
  • Analytical Skills with a curious mindset and openness to new ideas;
  • Professional integrity and respect for company values.

Experience & Knowledge Requirements

  • Prior experience in an IT Support role.
  • Customer-focused, with a passion for delivering exceptional service and continuously improving support offerings.
  • Strong communication skills, capable of providing technical support via phone, chat, or in-person to a global audience.
  • Professional demeanor with a robust work ethic.
  • Effective problem-solving skills with a solution-oriented mindset.
  • Ability to adapt to a dynamic flow of support requests and provide assistance in high-pressure situations.
  • Capacity to multitask efficiently during peak periods while maintaining composure.
  • A collaborative team player who adheres to established procedures and policies.
  • Self-driven and able to take initiative.
  • Familiarity with Microsoft Office 365 products.
  • Proficient knowledge of productivity and collaboration tools such as Teams, SharePoint, OneDrive, Intune, and Exchange is advantageous.
  • Experience in Active Directory administration, including user management and PC configuration.
  • Mobile Device Management experience.
  • A willingness to learn and engage in ongoing training and personal development.
  • Flexibility to work outside of standard hours when necessary.
  • Potential for global travel to various offices.

Required Skills

Knowledge/experience in the following areas is essential:

  • Active Directory, Exchange (both on-premises and O365);
  • VMware;
  • Standard MS Office applications (Excel, Outlook, PowerPoint);
  • Apple hardware and operating systems (iOS/Mac);
  • HP hardware;
  • Multi-Factor Authentication setup (MS MFA, DUO);
  • MS Intune;
  • Collaboration tools such as Webex, Team Viewer, Zoom, and MS Teams;
  • Windows 10/Windows 11;
  • Support for iOS and Android devices;
  • ITIL V3 or higher.

Preferred Skills

Knowledge/experience in the following areas is advantageous:

  • ServiceNow ITSM tool;
  • VMware;
  • CUCM;
  • Networking skills or CCST certification.

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