Office Onsite Assistant Engineer
Volvo Cars
- Shanghai
- Permanent
- Full-time
- Coordinate with the support teams (Local, APAC & Global Digital Core team) to achieve exceptional performance on service level agreements (SLA) for tickets and customer satisfaction measurements.
- Report, escalate, coordinate and follow incidents & requests through on resolutions.
- Partner with Local, APAC & Global Digital Core team leaders, product owners, and subject matter experts to deliver optimized and unified solutions in China market.
- Establish and maintain strong working relationships with internal customers as well as Local, Reginal/Global stakeholders.
- Oversight of the ITSM service processes for Strategy, Design, Transition, Operation, and Continual Improvement.
- Supporting devices of the following types delivered by the purchaser's organization: - Computers
- Best effort support to be provided for global/local applications and to maintain global/local applications per corporate guidelines.
- Degree in IT Management, Computer Science, or relevant experience. Advanced degree and certifications a plus.
- Minimum of 3 years of IT operations or administrative experience.
- Certified ITIL Foundations or higher that acts as the ITIL SME for IT operations.
- Experienced in End User Compute management and strategy.
- Hardware selections/solutions, purchasing, deployment, maintenance, and troubleshooting.
- Experienced knowledge of Windows 10, Microsoft 365, Active Directory, Azure AD and Windows Server configuration.
- Experienced knowledge of MS SQL database.
- Experienced knowledge of Network includes but not limited to Cisco switch, router as well as Fortinet firewall.
- Experienced ITSM platform (ServiceNow) as an administration/power user role.
- Understand complex processes, operationalize process via technology and automations.
- Customer service focus, ability to express empathy, conflict management, and the relentless pursuit of improving service operations.
- Navigate a workday that includes planned operations, projects, unplanned work/escalations, and strategy.
- Measure ticket and survey performance against contractual and functional SLAs.
- Ability to work in an IT organization that leverages multiple managed service providers, contractors, and employees.
- Must be a team player and focused on customer experience.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Strong written and verbal communication skills with ability to present ideas in business-friendly and user-friendly language with both Mandarin/English.