Technical Support Administrator

2 months ago

Shanghai, Shanghai, China CLARKSON PLC Full time

Position Overview

We are excited to announce an opening for an IT Operations Specialist at CLARKSON PLC. This role is essential within our IT Support team, serving as a primary resource for our End User community. The successful candidate will collaborate closely with the team to enhance desktop services and ensure smooth IT operations.

This position is ideal for individuals with a background in support roles who are eager to advance their technical expertise. We seek a candidate who is dedicated to providing exceptional IT support and has a genuine enthusiasm for technology and its application in a corporate environment. A strong customer focus and a commitment to personal growth in technical service delivery are essential attributes for this role.

This is an office-based position, requiring presence five days a week, Monday through Friday. The role includes a rotational on-call requirement every fifth week, which may involve weekend duties, all of which are included in the offered salary.

Key Responsibilities

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

Qualifications

We welcome applications from candidates who can demonstrate:

  • Motivation and a strong desire to succeed, delivering excellence and driving positive change;
  • Interpersonal Skills, with the ability to build relationships quickly;
  • Team Collaboration, working effectively with diverse teams to share knowledge and achieve results;
  • Adaptability, demonstrating resilience in a dynamic environment;
  • Analytical Thinking, with a curious mindset and openness to innovative ideas;
  • Professional integrity and alignment with company values.

Experience & Knowledge

  • Prior experience in an IT Support capacity.
  • Customer-focused approach, with a commitment to service excellence and continuous improvement.
  • Strong communication skills, capable of providing technical support to a global audience via various channels.
  • Professional demeanor and a robust work ethic.
  • Effective problem-solving skills with a focus on solutions.
  • Ability to manage a fluctuating volume of support requests and provide technical assistance.
  • Capability to multitask during peak periods while maintaining composure.
  • A collaborative team player who adheres to established procedures and policies.
  • Self-driven with the ability to take initiative.
  • Familiarity with Microsoft Office 365 products.
  • Working 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.
  • Quick learner, able to thrive in a fast-paced environment.
  • Willingness to engage in on-the-job training and ongoing personal development.
  • Flexibility to work outside of standard hours when necessary.
  • Potential for occasional travel to global offices.

Required Skills

  • Proficiency in Active Directory, Exchange (both on-premises and O365).
  • Experience with VMware.
  • Familiarity with standard MS Office applications (Excel, Outlook, PowerPoint).
  • Knowledge of Apple hardware and operating systems (iOS/Mac).
  • Experience with HP hardware.
  • Understanding of Multi-Factor Authentication setup (MS MFA, DUO).
  • Experience with MS Intune.
  • Familiarity with collaboration tools such as Webex, Team Viewer, Zoom, and MS Teams.
  • Proficiency in Windows 10/11.
  • Support experience for iOS and Android devices.
  • Knowledge of ITIL V3 or higher.

Preferred Skills

  • Experience with ServiceNow ITSM tool.
  • Familiarity with CUCM.
  • Networking skills or CCST certification.

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