IT Operation Engineer

Company Overview

ValeurHR is a global Business Process Management and IT services provider. We deliver innovative technology products and outsourcing solutions, leveraging expertise in cloud-based platforms to help organizations meet their business goals efficiently.

Job Summary

Provide Level 1 and Level 2 technical support for end-user devices and infrastructure, manage conference room A/V systems, support software applications, and assist with IT operations to ensure seamless technology service delivery.

Responsibilities

• Deliver Level 1 and Level 2 technical support for laptops, desktops, mobile devices, and peripherals to resolve user issues promptly
• Configure, deploy, and troubleshoot Windows operating systems to maintain system stability and performance
• Install, configure, and support printers, scanners, and related hardware to ensure device functionality
• Set up and troubleshoot iOS and Android mobile devices to support user mobility needs
• Support, configure, and maintain conference room audio/visual systems, including video conferencing hardware, to enable effective communication
• Manage collaboration tools such as Zoom, Teams, and Skype to facilitate seamless virtual meetings
• Provide on-site and remote technical assistance during executive meetings, town halls, and hybrid conferences to ensure uninterrupted A/V performance
• Configure, support, and troubleshoot in-house applications and software systems to optimize user productivity
• Support Microsoft Office and Outlook applications, diagnosing and resolving email and mail-flow issues including mailbox access and configuration
• Assist users with application updates, issue resolution, and usage guidance to enhance software adoption
• Perform basic server room maintenance including equipment checks, cable management, and troubleshooting to uphold infrastructure reliability
• Monitor and conduct first-line troubleshooting of servers, switches, and network equipment to maintain network health
• Escalate complex infrastructure issues to senior engineers or external vendors for timely resolution
• Log, track, and resolve IT incidents and service requests using a ticketing system to ensure accountability and service quality
• Adhere to IT support procedures, SLAs, and security best practices to maintain operational standards
• Maintain accurate documentation of systems, configurations, and known issues to support knowledge sharing and continuity
• Assist with staff onboarding and offboarding processes including account setup and equipment preparation to support workforce changes
• Collaborate effectively with vendors and service providers to resolve technical issues and support equipment maintenance
• Communicate proficiently in both Chinese and English to support and maintain bilingual operating systems and software environments

Required competencies and certifications

• Proficient in managing various Windows operating systems, printing systems, and computer hardware including desktops and laptops
• Experienced in Active Directory, DNS, DHCP, and shared file server management and maintenance
• Knowledgeable in networking concepts such as LAN/WAN and TCP/IP to support office network, shared drives, wireless, and VPN connectivity
• Fundamental understanding of virtualization technologies such as VMware
• Skilled in backup procedures and basic data recovery support
• Familiar with endpoint security and patch management processes
• Hands-on experience with meeting and conference room technologies
• Strong teamwork skills to collaborate across technical and non-technical teams
• Effective communication skills in Chinese and English for bilingual technical support
• Possess a college diploma or bachelor's degree in computer science or related field with a minimum of 5 years relevant work experience

Preferred competencies and qualifications

• Experience working in an ITIL environment
• Experience in GxP or pharmaceutical industry environments