Technical Support

5 days ago

Shanghai, Shanghai, China LTIMindtree Full time CN¥80,000 - CN¥120,000 per year
  • Proficient in Thai and English reading and writing, to communicate effectively with international clients and document service processes in English
  • Manage all incoming calls, live chats, and emails at the service desk to ensure timely response to client - end users.
  • Address and resolve basic L1 inquiries from end users of the outsourced client, aligning with the client's service standards.
  • Accurately document incidents and faults, then categorize and prioritize them strictly in line with the team's established procedures and client requirements.
  • Diagnose and quickly fix various Windows application issues to minimize end - user downtime for the client.
  • Demonstrate solid troubleshooting expertise in internet and VPN problems, ensuring smooth remote access for the client's end users.
  • Utilize the IT ticketing system to escalate issues to the appropriate resolution team when the problem is beyond the scope of L1 support, and keep the client informed of the progress.
  • Provide support for the installation, upgrade, and troubleshooting of printer - related computer hardware, meeting the client's hardware maintenance needs.
  • Have a working knowledge of Citrix and VPN, which are commonly used by outsourced clients for remote work.
  • Customize and configure desktop hardware to meet both the technical specifications and business standards of the outsourced client.
  • Handle email account management, including creating and managing accounts and distribution lists on Office 365, in accordance with the client's data security policies.
  • Perform user account management tasks, such as creating and managing accounts and resetting passwords on Active Directory, while ensuring compliance with the client's access control rules.
  • Train end users of the client on the operation of basic hardware, software, and peripherals, and assist in solving basic technical problems to improve their work efficiency.
  • Take ownership of all inquiries and problems, and record detailed information in the ITSM tool to maintain a complete service history for the client.
  • Configure iPads, iPhones, and Android devices for the client's users, enabling them to access emails and connect to the client's network anytime and anywhere securely.
  • Have basic knowledge of network virtualization, Mac OS, web - based applications, and installable software, to support the diverse technical environments of different outsourced clients.
  • Possess a strong understanding of computer systems, mobile devices, and other technical products, to adapt to the varying technical needs of multiple clients.

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