End User Support Coordinator

7 days ago

Shanghai, Shanghai, China CLARKSON PLC Full time

Position Overview

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

This position is ideal for individuals with a background in IT support who are eager to advance their technical expertise. We seek a candidate who is dedicated to providing exceptional IT assistance, with a strong enthusiasm for technology and its application within our organization. A customer-focused mindset and a commitment to personal growth in technical service delivery are essential attributes for this role.

This is an office-based position, requiring attendance five days a week, Monday through Friday. The role includes being on call on a rotational basis, which may involve weekends, and this is reflected in the overall compensation.

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 resolve user concerns.
  • Develop and maintain comprehensive knowledge documentation on a quarterly basis.
  • Process all tickets and requests while adhering to best practices and optimizing the use of technology and services.
  • Collaborate with the Lead IT Operations Specialist to identify trends and potential issues.
  • Enhance and refine service support offerings to the office environment.
  • Ensure the functionality of computers, printers, and other peripherals.
  • Provide assistance with hardware and software maintenance tasks.
  • Perform additional duties as required to meet business needs.

Candidate Profile

We welcome applications from individuals who can demonstrate:

  • Motivation and a strong desire to excel, deliver high-quality results, and foster positive change;
  • Interpersonal Skills, with the ability to build rapport quickly;
  • Team Collaboration, working effectively with diverse groups to share knowledge and achieve results;
  • Adaptability, with the capacity to persist and adjust to changing circumstances;
  • Analytical Thinking, showcasing problem-solving abilities and a curious mindset;
  • Professional integrity and alignment with company values.

Experience & Qualifications

  • Prior experience in an IT Support capacity.
  • Customer-oriented approach, with a commitment to delivering outstanding service and continuously improving processes.
  • Strong communication skills, capable of providing technical support through various channels to a global audience.
  • Professional demeanor and a solid work ethic.
  • Effective problem-solving skills with a focus on solutions.
  • Ability to manage a dynamic flow of support requests and maintain composure in high-pressure situations.
  • A collaborative team player who adheres to established procedures and policies.
  • Self-driven and capable of taking 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 with 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 continuous 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 MS Office standard 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.
  • Knowledge of Windows 10/Windows 11.
  • Experience with iOS and Android support.
  • ITIL V3 certification or higher.

Preferred Skills

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

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