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IT Support Specialist

1 month ago

Suzhou, Jiangsu, China Interface, Inc. Full time
Job Title: IT Helpdesk

Job Summary:

The IT Helpdesk role at Interface, Inc. is responsible for providing exceptional internal customer service and support to employees. This position will assist in developing procedures and strategies to support technical quality assurance processes and systems infrastructure, investigate and resolve system problems and performance issues, and test the behavior, functionality, and integrity of systems.

Key Responsibilities:

  • Field incoming requests and demonstrate exceptional customer service skills.
  • Handle incoming queries and help requests from end users, triage and prioritize requests by business impact, and accurately categorize requests for future reporting.
  • Log all requests into the ITSM system with detailed notes and respond to incoming requests within agreed SLAs.
  • Resolve level 1 and level 2 requests within agreed SLAs, demonstrate effective troubleshooting techniques, and implement technical resolutions that comply with IT policies and standardization.
  • Educate senior technical teams to perform root cause analysis and develop checklists for typical problems and recommend procedures and controls for problem prevention.
  • Maintain ITSM records to be up to date, include all communications regarding the request, its resolution, and frequent updates to the customer.
  • Onboard and offboard employees within agreed SLA timeframes, ensure all onboarding requests are authorized and documented as per procedures and compliance requirements, and complete onboarding steps accurately.
  • Create and maintain detailed and professional IT documentation, including how to resolve common issues, configuration details, and workarounds.
  • Maintain the Configuration Management Database (CMDB) to ensure all IT asset changes are reflected in the database and the database is up to date.
  • Participate in auditing and verification of the CMDB, create new items in the CMDB upon the purchase of new IT assets, and communicate all asset changes with finance to synchronize financial asset registers and subsequent depreciation activities.
  • Maintain a secure, clean, and safe work environment, including maintaining orderly storerooms and storage cupboards, desktops, and patch cabinets, and ensuring decommissioned equipment is recycled in a timely manner.
  • Coordinate procurement, obtain procurement requirements, research as necessary, and make recommendations, and update procurement registers as directed.
  • Participate in IT projects as required, complete project deliverables to schedule/quality, and complete project documentation and communication components as per the project plan.
  • Actively participate in weekly team meetings, inspire others, propose initiatives to improve service quality and minimize costs, and freely share knowledge to assist other team members.
  • Demonstrate safe working behaviors, actively participate in safety correction systems, and adhere to all safety policies and procedures.
  • Demonstrate Quality & Environment working behaviors, adhere to all Quality & Environment policies and procedures, and awareness of Quality & Environment Standards.
  • Information Technology Infrastructure Library (ITIL v3) and Sarbanes-Oxley compliance.
  • Maintains a positive outlook at work, works productively in a pressurized environment, keeps emotions under control during difficult situations, handles criticism well and learns from it, balances the demands of a work life and a personal life.
  • Focuses on customer needs and satisfaction, sets high standards for quality and quantity, monitors and maintains quality and productivity, works in a systematic, methodical, and orderly way, and consistently achieves project goals.
  • Easily establishes good relationships with customers and staff, relates well to people at all levels, builds wide and effective networks of contacts, and uses humor appropriately to bring warmth to relationships with others.
  • Applies specialist and detailed technical expertise, uses technology to achieve work objectives, develops job knowledge and expertise (theoretical and practical) through continual professional development, and demonstrates an understanding of different organizational departments and functions.

Job Qualifications:

  • Office 365
  • Windows 10, Windows 11
  • Symantec Veritas Backup
  • Microsoft 2016/2019/2022 AD/DNS/DHCP, File Server
  • Cisco Route/Switch, LAN/Wireless network and Cisco IP phone system iPhone/iPad support
  • 3 years equivalent experience supporting Microsoft Windows computing platform. Minimum 3 years of working experience in the mid or large IT environment.
  • Working knowledge of Active Directory, Lotus Domino Server, Cisco Network, and VMWare, Hyper-V.
  • Hands-on experience in troubleshooting hardware and other physical devices.
  • Demonstrated project management skills.
  • Full energy to learn, understand, and apply new technologies.
  • Able to conduct research into issues and products as required.
  • Work independently and proactively to achieve established objectives with minimal supervision.
  • Proficiency in English.