美商雲達國際科技有限公司台灣分公司

About the Role We are seeking an IT Support Specialist to provide day-to-day technical support to end-users via phone, remote access, and desk-side support. The IT Support Specialist will be responsible for delivering, setting up, configuring, and troubleshooting end-user desktops & laptop computer hardware, software, printers, cellphones, and peripherals. They must also have the ability of resolving problems quickly with little impact to the end-users. Successful candidates will share our values and have an interest in working with the latest technologies in support of our operations team to provide exceptional support. What You Will Do • Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products such as Office365, Teams, etc. • Assist end-users with basic computing and telecommunication issues and questions. • Perform regular computer image, upgrades and ensure systems remain updated, which includes peripherals, software, and drivers. • Perform new hire process (account, hardware, installation, training, etc.) as well as termination process. • Coordinate timely repair of computer equipment. • Perform IT equipment refresh lifecycle management. • Provide support, installation, test, and upgrade of software applications including MS Windows, Outlook, MS Office etc. • Work with Cyber Security team to review and react to any malware/virus/vulnerability risks. • Support patching and security update on workstations. • Maintain an inventory of IT hardware and software assets. Receive, deliver, and keep records of IT equipment/asset. • Ensure all incident/problem tickets/service requests are closed within their established guidelines and SLA. • Research, evaluate and analyze end-user operations and support processes, and make recommendations to management on methods for optimizing and improving overall customer experience. • Create knowledge articles and update process documents. • Administration of the desktop management infrastructure with strong Windows skills. • Be engaged with local service providers and IT suppliers to ensure best possible services. • Work with Systems/Network/Security/Application/PMO teams and support IT infrastructure activities including but not limited IT facilities, application servers, security agents, etc. • Perform projects and miscellaneous duties as requested and interact with different IT functional towers globally to address and implement IT needs for the site. • Proactively update status on reports for senior management, be collaborative, flexible, and adaptable in a team environment as well as independently. • Meet and communicate with users, solve issues in a positive and efficient manner. What You Bring Experiences with the following technologies are preferred: • 3+ years working in a helpdesk or desktop support environment. • Microsoft Windows Image Deployment experience. • Experience with a ticketing system. • Experience using some type of remote desktop support tool. • Understanding of VPNs and Wi-Fi profiles is a plus. • Experience with TCPIP and VoIP is a plus. • Excellent logical analysis and troubleshooting ability. • Ability to learn new technical concepts quickly and readily. • Ability to multitask, teamwork, self-starter, • Strong interpersonal skills. • Solid problem-solving abilities. • Respect for client property, workspace, privacy, security measures and best-practices. Minimum qualifications: • Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications, training and/or work experience • Proficiency in English and Chinese. • At least 3 years working experience in IT. Holding IT certification preferred.