SUMMARY
Align Technology is a fast paced, empowered, international working environment. You will be a member of APAC IT team and provides majority of operational support in Shanghai, China.
Each member is empowered to make a positive impact on the company. You must be proactive service-oriented willing to accept responsibility able to work within demanding deadlines flexible decisive and you should possess excellent team working skills. You should also be able to maintain your professional composure under stressful situations.
Responsibilities fall into following two broad categories:
•System Administration - IT Service Desk Engineer to provide 1st and 2nd line administration and support for computer systems, network/VoIP systems, application, office server infrastructure and back-office systems.
•Technical Support - responsible for effectively, efficiently and ly resolving issues related to PC systems, software and company applications for internal users, including remote staff, to ensure customer satisf. Responsible for monitoring and communications/escalation with 2-nd and 3-d level support, including local vendors/suppliers and service providers, in order to ensure end-to-end service delivery.
Responsibilities in System Administration:
Your regular activities would include, but not limited to:-
•1st and 2nd level desktop & apps deployment and support to end-users in Shanghai commercial offices including remote staff.
•Identity and access management for user accounts, systems and applications in Chengdu.
•1st level network support, office LAN’s, as well as troubleshooting the WAN infrastructure (it will be required to work closely with distributed teams and vendors or service providers in different time zones).
•1st line support for Cisco network & VoIP systems, including Call Centre.
•Monitoring and maintenance for server-room infrastructure, including MDF and other storage/servers equipment installed in the server-room.
•Performing periodic and/or required maintenance in the desktop & back-office environments, including software deployments and updates.
•Providing accurate and complete documentation.
•Liaising with vendors/suppliers, service providers and external consulting companies for equipment purchases, repairs and maintenance.
•Participating as a member in various IT or cross-departmental projects.
•Some travel may be required.
Responsibilities for Technical Support:
Provide Desktop support
•Act as a resource for call handling and escalation to others in the departments and/or 2nd and 3d level support, including third-party vendors/supplier and service providers.
•With little supervision, respond to customer communication regarding software/hardware issues received via phone/e-mail and/or ticketing system. uate nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for a user(s).
•Possesses extensive knowledge of company processes, procedures and product information. Familiar with production and clinical/customer support structure of company, including Engineering and QA.
•Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported.
•Familiar with the company’s technical systems that are in use. Explains technical information in an easily understood manner
•Liaison with other departments to provide updates on current mutual topics/issues, participate in problem solving and development of mutual solutions and improvements.
•Offer ideas for procedures and processes to improve service and user satisf.
•Works to identify and resolve complex department issues. Presents analyses and reasonable solution clearly and concisely.
•Interact with employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines efficiently and effectively.
•Meet departmental and company standards for personal and team performance metrics
•Recommend software/web corrections and enhancements to Senior Technical Specialists.
•Participate in special projects and/or training when requested.
QUALIFICATIONS
Required Technical skills:
•A thorough understanding of MS Windows OS & Office application suite, as deployed in a corporate organization. Good understanding of general server concepts (such as security, file sharing, server/storage resources, centralized updates).
•A thorough understanding of basic networking concepts (such as DHCP, DNS, WINS).
•Servers/Systems administration, including virtual environments.
•Understanding of Cisco network devices (IP phones, switches, routers, VoIP, etc.).
•Experience with Active Directory and MS Windows Server, SCCM.
•Experience with anti-virus software.
•A good understanding of basic computer hardware installation/configuration and troubleshooting skills and knowledge.
The following skills are consider a plus:
•ITIL, Agile methodologies.
•Office 365, Skype for Business
•VMware ESX/ESXi
•Experience with Cisco network devices (switches, routers).
•Experience supporting a Cisco VoIP system.
•Experience with firewalls & network security.
Non-technical requirements:
•The ability to work with distributed teams across different time zones.
•Excellent organizational skills and documentation skills.
•Ability to understand customers and their requirements.
•Takes ownership of problems/issues within his/her control and manage until its resolved.
•Executes to goals and ives makes and keeps commitments.
Office
•Shanghai, China (Commercial)
EDUCATION and/or EXPERIENCE
•IT-related degree or equivalent work experience.
•Minimum of 5years relevant full time work experience, where having worked in an international environment would be a plus (with special emphasis on working with U.S. companies).
SKILLS REQUIRED: LANGUAGE SKILLS
•English
•Chinese
PHYSICAL DEMANDS & WORK ENVIRONMENT
•Heavy equipment installation might be required.
WORK SCHEDULE / HOURS
•Monday – Friday from 9:00 to 18:00 (local time)
•Overtime work might be required.
