IT 支持专员

Digital Workplace Engineer Level 2 Requested Services: ● Onsite Support ○ Onsite support to users whose problem can’t be resolved remotely ○ Support to Executives and specific business in urgent cases ○ Regular check on meeting rooms and crisis meeting rooms ○ Regular check on specific assets (big screen, Airbus TV, etc.) ○ Provide SIM card service (registration, materials preparation, removal, etc.) ● PC Mastering ○ PC installation, refreshment and formatting following Airbus PC policy ● Premium Support ○ Collaborating with varied stakeholders to support the Airbus China events (such as Airbus China all staff meetings, Executives’ visits, conferences with Airline customers and governmental authorities, etc.) ● Specific Devices Support ○ Collaborate with other D&IM engineers to support specific PCs (industrial, engineering, etc.) ○ Provide support on scanning guns, wireless barcode scanners, plotters, specific printers, etc. ○ Provide support on Airbus TV and big screens ● Asset Management ○ Manage the Airbus devices (all kinds of PC, PC accessories, mobile, specific printer and other devices) and keep an accurate and organized inventory ○ Ensure the device safety and keep the storage area clean and tidy ○ Manage the device lifecycle (monitoring, disposal, providing suggestions, etc.) ○ Handle request on license and be prepared for Digital Workplace license management ● Backup Level 1 Engineer On Demand (requirements refer to above) ● Specifications for HongKong L2 ○ One full day per week is required for an onsite L2 engineer to resolve the cases can’t be fixed remotely ○ Infrastructure Tasks (if they are required and under instruction from Beijing) ■ Devices mounting and unmounting in Hong Kong data center ■ Set or change network cable connection for user end devices or for devices in data center ■ Devices performance status check with support from Beijing ■ Start or shutdown devices ■ Test network and wifi connectivities ■ Account and IP setup on devices to enable remote configuration ■ Configuration wipe out on devices Remark: workload on these activities take less than 15% of full effort ○ Comprehensive capabilities on above mentioned ○ Other tasks assigned by D&IM China team on demand Deliverables: ● Resolve the incident and request as L2 role of DW China to meet SLA ● Liaise with all stakeholders to support premium scenarios, events and activities ● Ensure all inventory records are accurate and storage is organized KPIs: ● To ensure the assigned incident and request can be resolved to meet SLA (>82% incident to be resolved locally in 2 days and 92% request to be resolved locally in 5 days) ● Mean Time to Resolve incidents MTTR: 4.75 days Education & Certification ● Education: Must have a bachelor degree in Computer Science or Computer related major. ● Experience: 5 - 8 years’ experience in IT fields work as Service desk. Excellent understanding of Service Desk process and workflow. ● Basic Skills: Good English skills. ● Certifications: Must have CET4 or above; MCP; ITIL foundation is a plus. Knowledge & Experience On top of the requirements of L1, he/she should have knowledge and experience on: ● Proficiency on Windows operating system installing with image or bootable USB key ● Knowledge and experience of video conferencing and unified communication tools (webex, bluejeans, etc.) ● Deeper understanding of basic network troubleshooting and diagnosis ● Knowledge of varied type of projectors and ability to configure and support Personal Attributes ● Closely follow the IT trend and emerging techniques. ● Good communication skills with both Chinese and foreigners. ● High interest in the IT industry. ● Quick learner. ● Customer-oriented. ● Can work under pressure. ● Multi-tasking capability. ● Good analytical and problem-solving abilities. ● Highly self-motivated. ● Team player.