End User Support Coordinator

2 months ago

Shanghai, Shanghai, China Clarksons Full time

Company Overview

Clarksons provides a comprehensive suite of maritime services, encompassing broking, finance, port operations, and research. Positioned at the forefront of global shipping, our extensive reach and expertise allow us to collaborate with clients across various sectors, addressing the challenges of the ever-evolving maritime, offshore, trade, and energy landscapes. Leveraging our unique heritage and insights, we partner with clients and communities to devise strategies that positively influence the industry and the broader world. 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 dynamic 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 assist in managing desktop services and support operations.

This position is ideal for individuals with a background in IT support who are eager to enhance their technical expertise. We seek a candidate who is committed to delivering exceptional IT support, possesses a genuine interest in technology, and understands its application within a business context. A strong customer-centric approach and a desire for professional growth in technical service delivery are essential.

Key Responsibilities

  • Act as a vital contact point for End User incidents and service requests within the IT Administration team.
  • Manage incident triage, ownership, troubleshooting, and collaboration with other IT teams to resolve issues and manage user expectations.
  • Develop and maintain accurate knowledge documentation on a quarterly basis.
  • Execute all service requests and tickets following best practices and leveraging technology, applications, and services.
  • Collaborate with the Lead IT Operations Administrator to identify trends and potential issues.
  • Enhance and refine service support offerings to the office.
  • Ensure the operational functionality of computers, printers, and other peripherals.
  • Assist with hardware and software maintenance tasks.
  • Fulfill additional duties as required to meet business needs.

Candidate Profile

We welcome applications from candidates who can demonstrate:

  • Motivation and self-drive, with a commitment to excellence and a desire to effect 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, with the capacity to persist and adjust to changing circumstances;
  • Analytical Thinking, showcasing problem-solving skills and an openness to innovative ideas;
  • Professional integrity and respect for organizational values.

Essential Experience & Knowledge

  • Prior experience in an IT Support capacity.
  • Customer-focused mindset, dedicated to delivering outstanding service and continuous improvement.
  • Strong communication skills, capable of providing technical support via various channels to a global audience.
  • Professional demeanor with a robust work ethic.
  • Effective problem-solving abilities, maintaining a solution-oriented approach.
  • Capacity to manage a fluctuating volume of support requests and provide assistance under pressure.
  • Ability to multitask efficiently during peak periods while remaining composed.
  • A collaborative team player who adheres to established procedures and policies.
  • Self-motivated with the initiative to drive tasks independently.
  • Familiarity with Microsoft Office 365 suite and related productivity tools.
  • Proficient in collaboration applications such as Teams, SharePoint, OneDrive, Intune, and Exchange.
  • Experience in Active Directory administration, including user management and PC configuration.
  • Knowledge of Mobile Device Management.
  • Quick learner, capable of thriving in a fast-paced environment.
  • Willingness to engage in on-the-job training and ongoing personal development.
  • Flexibility to work outside core hours when necessary.
  • Potential for global travel to various offices.

Required Skills

Knowledge and experience in the following areas are essential:

  • Active Directory, Exchange (both on-premises and O365),
  • VMware
  • MS Office standard 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

Desirable Skills

Experience in the following areas is advantageous:

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

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