it support engineer岗位职责

Job Description
The IT Help Desk Technicians will be responsible fproviding first-line technical support to company employees customers, resolving issues they encounter with computers software. The ideal candidates should have excellent communication problem-solving skills be able to work efficiently in a fast-paced environment.
Key Responsibilities:
• Technical Support:
1. Respond to resolve technical issues via phone, email, on-site support.
2. Record track all technical support requests to ensure timely resolution.
3. Provide technical support troubleshooting fcomputer hardware, software, networks, other IT equipment.
• Problem Diagnosis Resolution:
1. Diagnose resolve computer hardware software issues, including operating systems, applications, network connectivity problems.
2. Assist with the installation, configuration, upgrade of computer systems software.
3. Maintain the Help Desk knowledge base, documenting common issues solutions.
• User Training Guidance:
1. Provide IT-related training guidance to employees customers, helping them better use computers software.
2. user manuals technical guides, providing clear operating instructions.
• System Monitoring Maintenance:
1. Monitthe operation of company IT systems networks to ensure stability security.
2. Perform regular system maintenance updates to ensure normal operation.
• Others:
1. Assist in inventory management of IT equipment.
2. Assist global IT departments in project testing.

此职位需要英语简历，全英语面试

Position Description:
1.Assist with user onboarding, administration, termination processes, ensuring smooth transitions access control management
2.Provide daily technical support to end users, addressing their IT related issues promptly effectively
3.Fulfill demanding customer Service Level62Agreements (SLAs) manage customer expectations around support delivery timelines.
4.Documentation of process, procedure, operations
5.Training of end-users on hardware software
6.Support of conferencing tools performance enhancement
7.Maintain inventory of IT assets ensure all devices are accountable
8.Collaborate with the Global IT Team to facilitate service deployments, while concurrently gaining proficiency in the system

Preferred Qualifications:
1.A bachelor’s degree in information technology, similar
2.1-2 years’ experience in an IT support role
3.Experience supporting Windows 10 – 11 Operating Systems
4.Familiar with cloud-based services - Office 365 apps, Okta, Intune MDM, Kandji MDM, Jira Ticketing System
5.Experience in company-wide IT service deployment/support of IT application service
6.Fluent in English (spoken written)
7.Ability to manage multiple task work in a fast-paced environment
8.Understanding of networking concepts
9.Awareness of security best practices vulnerability management

Job Responsibilities
- 为用户提供全面的Windows桌面端支持，包括硬件和软件的安装、配置、故障诊断和维修。
- 负责操作系统（Windows 10/11）的部署、升级、域控等管理。
- 管理和配置各类外设（如打印机、视频会议设备、IP电话等）。
- 负责Microsoft 365日常维护和用户支持，了解并能够执行基本的Microsoft 365管理中心操作，如用户管理、许可证分配等。
- 有邮箱管理经验，包括用户邮箱的创建、配置、权限设置及常见故障排查。
- 为用户提供Outlook客户端配置及使用问题的技术支持。
- 了解阿里云等公有云服务平台的基本操作和概念。
- 了解办公室的IT基础设施（如服务器、交换机、防火墙、ACAP等设备）的基础知识，并有基本的维护能力。
- 熟悉Active Directory域服务，能够进行用户/计算机账户管理，并制定和实施组策略。
- 具备企业微信、ERP系统的日常运维经验，支持用户使用并解决相关问题。
- 熟练使用TeamViewer、向日葵、Todesk等远程工具，为海外分公司同事提供及时、高效的远程IT支持。

Key Qualifications
1. 5年工作经验，本科及以上学历，计算机、信息、软件开发等相关专业优先
2. 熟悉Python、Java等编程语言者优先
3. 出色的沟通能力和问题处理能力
4. 英语流利，可以作为工作语言使用