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IT Support Specialist

1 month ago

Shanghai, Shanghai, China Corning Full time

Corning is a leading technology company that is shaping the industries we serve and the world we share.

We invent life-changing technologies using materials science, and our sustained investment in research, development, and invention means we're always ready to solve the toughest challenges alongside our customers.

The Senior Leadership Team Technical Expert will be responsible for providing technical support and analysis to Corning's 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 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.

Experiences/Education - Required

  • Associate degree (minimum) or equivalent work experience and knowledge.
  • Minimum three (3) 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 (but not limited to) Active Directory, Microsoft Office 365, MAC OS, Windows OC, network services, etc. Advance knowledge of MS Office programs (Word, Excel, PowerPoint, Outlook), Cloud storage solutions (Box, OneDrive, etc.), Virtual Collaboration software (WebEx, Teams, Zoom, 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.