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Specialist II, Field Service Engineer

Company Name:  LB Polyolefin Shanghai Co
Location: 

CN

Req ID:  72197
Facility:  Shanghai-484
Department:  ITS Client Services, China
Division:  Global Business Services

Specialist II, Field Service Engineer

Basic Function
  1. Provide Field Service IT support at one or multiple sites in China.
  2.  Maintain close work relationships with regional and global IT teams to ensure successful accomplishments of goals.
  3.  Scope of work comprises the key areas of IT Projects, Site Support, and Infrastructure Operations Support.
Roles & Responsibilities

Scope of work comprises these key areas:

•  Provide 1st Level Field Service support to users in one or multiple locations in China.

•  Troubleshoot, analyze, document and resolve any IT related issues at company sites; including those related to laptops, desktops, servers, networks, security and telephones.

•  Support of desktops, laptops, multi-function printers (MFDs), mobile devices, operating systems, office applications, software deployment and inventory systems, and other user productivity hardware and software.

•  Usage of Microsoft SCCM OS imaging and software package deployment systems

•  Resolution of complex hardware and software problems using supported technologies

•  Produce documentation for process, procedures or analysis.

•  Liaise with service providers and vendors to ensure availability of products and services.

•  Work on and resolve Field Service Incident tickets

•  Maintain IT inventory and asset management data

•  Work on IT projects as directed.

•  Maintain close work relationships with regional and global IT teams to ensure successful accomplishments of goals.

•  Provide training to users as needed.

Roles & Responsibilities (cont'd)

Inherent to success are:

• Excellent working relationship with users through partnership.  Within IT, with Global End User Computing, Global IT Service Desk, Field Services and other IT functions.

• Effective documentation and tracking of user requests, and resolution and escalation of issues.

• Effective communications.  Onsite and remote support are required with users and IT located globally.

• Maintain knowledge base of IT issues and resolutions.

Min. Qualifications

Education:

  1. Good University degree in IT or related discipline.

Work Experience:

  1. At least eight years of IT-related work experience with at least five years in user support in a MNC environment.
  2. Coordinating and contributing in global IT projects for the APAC region.
  3. Working closely with global and regional IT teams.

Licenses & Certifications:

  1. Microsoft and Cisco certifications would be an advantage.

Languages:

  1. Effective interpersonal communication skills with good command of spoken and written Chinese and a 2nd language of English.
Skills

 

  1. Good working knowledge of Microsoft products, PC troubleshooting, HP servers, Cisco networks, Cisco IP phones and voicemail, security and anti-malware tools, remote computing tools and VPN.
  2. Experienced with remote control and troubleshooting tools.
  3. Good working knowledge of desktop PC and laptop hardware
  4. Microsoft Windows operating systems
  5. Network enabled printers, MFPs, and copiers
  6. Active Directory structures, groups, and replication
  7. Microsoft SCCM OS imaging and software package deployment and support
  8. Office and Outlook 365, WebEx, mobile computing and other messaging and collaboration technologies
  9. Service catalogues (ITIL framework is preferable)
  10. Familiar with LAN technologies, security architectures including proxy servers and desktop firewalls.  Familiar with SAP.
  11. Experience in planning and managing simple projects and working in matrix project teams.
Critical Competencies/ Behaviors
  1.  Work independently without constant supervision, and driven by commitment to see through to acceptable resolution for every issue.
  2.  Mature attitude with excellent customer service skills.
  3.  Listen and speak effectively and give technical guidance on the telephone.
  4.  Work flexible hours and public holidays when needed.
  5.  Good team player.
  6.  Willing to travel as required.
Competencies
Builds effective teams
Collaborates
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity

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