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Location Support Specialist

4 months ago

Shanghai, China H&M Full time
Job Description

As Location Support Specialist, you will handle a wide range of tasks involving hands-on support for end users.

The role can be seen as Support Services’ pro-longed arm on site to provide technical assistance and support in troubleshooting.

Overall responsibility

  • Act as Support Services’ extended arm on site for technical assistance and troubleshooting.

Main tasks

  • Provide hands-on support for end users for incidents that cannot be solved remotely.
  • Responsible for on-site configurations, installations and inspections of products and services (e.g. hardware for new employees).
  • Provide technical assistance such as troubleshooting of malfunctioning software and hardware, as well as perform local installations for offices and warehouses only.
  • Responsible for documentation and communication of ongoing assignments, progress, and potential areas of improvement.
  • Provide hands and feet for infrastructure specific needs including physical checks/work and maintenance (infrastructure vendor management e.g., ISP, telephone etc.) 

Qualifications

Education

  • Relevant experience is more important than formal education. However, a Higher Vocational Education can serve as a good base.

Skills

  • Having a holistic approach and a will to solve issues by finding and fixing the root cause
  • Ability to multi-task and handle different situations/and people in parallel
  • Active listener and good communicator
  • System knowledge and understanding (Operating system, APIs, etc.)
  • Service delivery
  • Troubleshooting
  • Technical writing
  • ITSM and ServiceNow (ITIL tool administration and reporting)

Experience

  • Experience in providing hardware and software diagnostics and support.
  • Proficiency in operational understanding about common office, store and warehouse equipment and technologies (printers, laptops, smartphones LAN etc.).
  • Proficiency in operational understanding of IT-infrastructure services, components, and architecture.
  • Previous experience in vendor coordination with regards to problem-solving.
  • Previous experience with working with ServiceNow tool

Personal characteristics

  • Problem solving
  • Service-minded
  • Solution oriented
  • Clear communication
  • Open-minded and curious mindset


Additional Information

If you feel that your experience, skills, and ambitions are a match, send us your application as sooner as possible. We are looking to have a mix of people that work in a way that optimizes our decision making, team performance and ultimately helps us reflect, respect, and relate to our colleagues and customers.

This is a permanent position based in Shanghai.