IT On-Site Support-Compans

Cainiao; Compans; Sur place; EUR 35 000 - 50 000; Plein temps

Résumé du poste

A dynamic logistics company in Île-de-France is hiring for an IT Support role focused on providing technical assistance to internal users. The ideal candidate will have a Bachelor's degree in Computer Science or IT, along with significant help-desk experience. Responsibilities include managing ticket queues, troubleshooting IT issues, and preparing laptops for new joiners. Proficiency in Mandarin and English is essential. This position requires a proactive approach to process improvement and knowledge management.

Qualifications

• Bachelor’s degree in Computer Science or IT, or 2+ years relevant IT experience.
• 2+ years of experience in a technical help-desk or desk-side support.
• Proficiency in Microsoft Windows 10, Mac OS X, or Linux.

Responsabilités

• Prepare laptops for new joiners and handle hardware issues.
• Provide comprehensive technical support to corporate employees.
• Manage ticket queues and ensure customer updates throughout the resolution process.

Connaissances

Technical support

Process improvement

Troubleshooting

Knowledge management

Networking concepts

Language proficiency (Mandarin and English)

Formation

Bachelor's degree in Computer Science or IT

Outils

Microsoft Windows 10

Mac OS X

Linux

Description du poste

Job Description

1. Laptops preparations for the new joiners, existing Cainiao EE as part of lifecycle replacements/hardware issues.

2. Provide comprehensive technical support to Cainiao Corporate employees.

3. Look for innovative process improvements and participate on teams to implement change.

4. Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.

5. Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support.

6. Creates and updates standard operating procedures (SOPs) to improve the teams’ knowledge through knowledge management.

7. Manages the ticket queue to provide support with a fluctuating case count of trouble tickets, ensuring the customer is always updated on next steps through resolution.

8. Manages ticket quality by executing ticket auditing across the Madrid.

9. Assists with technical projects across In-Person Support, assuring deadlines are met and projects are completed on time.

10. Escalates any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact. Assist with activities to triage and troubleshoot any system or network outage as needed.

11. Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.

12. Identify and provide training for front-line support to assist in career development.

13. Provide in person support to internal customers for a variety of IT related software and hardware issues.

Job Requirements

1. Bachelor’s degree in Computer science or IT related field, or 2+ year’s IT systems or relevant experience.

2. 2+years of experience in technical help-desk or desk-side support environment.

3. 2+ years experience with Microsoft Windows 10 and additionally one or more of the following: Mac OS X, Linux.

4. 2+ years experience with networking hardware and concepts such as DNS, DHCP, OSI Model and TCP/IP.

5. Mandarin & English (Write & Read)