Our client, a leading global IT service provider, is recruiting IT-Support-Engineers (Chinese Speaker) to join their business in Spain.
Position Title:IT-Support-Engineers (Chinese Speaker) Position Type: Employment Start Date: ASAP Location: Spain - Madrid (on site) Contact: Zuni Gonzalez | 49 (0) 89 23 88 98 456 Responsibilities: Work cross-functionally to support our international business and users across different locations across Europe; support basic office IT infrastructure, provide IT services and IT assets management; manage regional and group wide projects such as new office build project, company-wide project support Identify and highlight best practices in his responsible ITIL processes management through continuous assessment, and feeding process and product recommendations to the Manager of IT; Own the service catalog of IT Services and ensure that it is up to date and fit for purpose.
Develop new service definitions ensuring that they can be delivered operationally and cost effectively; Act as liaison with the business for all service improvements, changes and escalations.
Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports; Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery; Manage the overall service improvement plan and work with the IT Service Support Manager to ensure that it is being delivered to and that services are being improved; Conduct monthly service reviews with individual business stakeholders to discuss service issue and identify project requirements; Ensuring proper documentation, notification, tracking, and follow up of all incidents.
Participate in training for internal teams and manage all related issues Update policies, procedure, and documentation relevant to project or operation Ensure compliance with standards, policies, and processes Manage major service providers on vendor performance, SLA, reporting and governance Provide IT support to local or regional users and log incidents, manage problems and requirement via ITIL service ticketing system Troubleshoot all IT issues of users including but not limited to PC/mobility hardware, software and app, remote access (VPN), account and password, voice and video conference, security, network connectivity Deliver IT orientation to new employees with our client's standards and provide regular user trainings to improve user productivity Build-up and maintain IT infrastructure in terms of WAN/LAN network, telephones, audio and video conference, end user computing, printer, etc.
Manage IT assets in the region and ensure accuracy of IT assets management Manage outsourced engineers to deliver IT services up to our client's standards Act as project manager to cooperate with internal and external teams to plan, design, develop and implement IT projects in the region Work with local business leaders as a business partner to enable local business growth with the right IT tools and efficient IT support Desired profile & Job Knowledge: 5 years of desk side work experience in large enterprise companies Diploma in computer science or equivalent experience in IT Strong knowledge in User & VIP Support and ITIL methodology Strong project and team management skill Familiar with Mac and Window OS system Pleasant with good manner, mature and independent Able to work under pressure, self-motivated, strong problem solving and analytical skills Strong data analytic, communication & interpersonal skills Strong customer service sense with a humble attitude Influence & negotiation skills.
Ability to proactively & effectively manage risk on low to medium risk projects.
Willingness to take initiatives, hands on and result driven Quick learner and ability to embrace change Proficiency in both spoken and written English Proficiency in both spoken and written Mandarin PMP, Scrum or Agile certification ITIL certified