Key Responsibilities
End-User & Desktop Support
- Provide Level 1 and Level 2 technical support for laptops, desktops, mobile devices, and peripherals.
- Configure, deploy, and troubleshoot Windows systems.
- Install, configure, and support printers, scanners, and related hardware.
- Set up and troubleshoot mobile devices (iOS and Android).
Conference Support
- Support and configure, and maintain conference room Audio/Visual systems, including video conferencing hardware.
- Support collaboration and communication services including video conferencing systems (Zoom, Teams, Skype).
- Provide on-site and remote assistance for executive meetings, town halls, and hybrid conferences to ensure seamless A/V performance.
Software & Application Support
- Configure, support, and troubleshoot in-house applications and software systems.
- Provide support for common productivity tools, including Microsoft Office and Outlook.
- Diagnose and resolve email and mail-flow issues, including Outlook configuration and mailbox access problems.
- Assist users with application issues, updates, and usage guidance.
Infrastructure & Server Room Support
- Perform basic server room maintenance, including equipment checks, cable management, and troubleshooting.
- Assist with monitoring and first-line troubleshooting of servers, switches, and network equipment.
- Escalate complex infrastructure issues to senior engineers or external vendors where required.
IT Operations & Support Processes
- Log, track, and resolve incidents and service requests using a ticketing system.
- Follow IT support procedures, SLAs, and security best practices.
- Maintain accurate documentation for systems, configurations, and known issues.
- Assist with onboarding and offboarding of staff, including account setup and equipment preparation.
Requirements
- Familiar with various Windows operating systems, printing systems and computer hardware (desktop computers, laptops, etc.).
- Familiar with the management and maintenance of Active Directory, DNS, DHCP, and shared file servers
- Good experience of networking concepts (LAN/WAN, TCP/IP), ability to support Office Network, Shared Drive, Wireless, and VPN connectivity
- Fundamental knowledge virtualization technologies (e.g., VMware)
- Experience with backup procedures and basic data recovery support.
- Familiarity with endpoint security, and patching processes.
- Hands-on experience with meeting and conference room technologies.
- Ability to work with vendors and service providers for issue resolution and equipment support.
- Strong team player who works well with others across technical and non-technical teams.
- Have good communication skills in both Chinese and English, capable of supporting and maintaining Chinese and English versions of operating systems and software systems.
- Possess a bachelor's degree or above in computer science or a related field, minimum 2 years of relevant work experience.
- Good to have experience working in an ITIL environment, as well as GxP or pharmaceutical industry experience
- Fresh graduates are welcome to apply
