Information Technology Operations Engineer

Job Summary

We are seeking a proactive and technically skilled IT Operations Engineer to join our US IT support team. Reporting directly to the Global IT Head, you will serve as the frontline technical support for our US sites and global operations, handling L1/L2 incidents across networks, computer systems, servers, peripherals, and Microsoft 365. You will be responsible for ensuring a stable and efficient IT environment for our end users, delivering high-quality helpdesk services with a service-oriented mindset. You will also participate in the development of IT operational policies, guidelines, and end-user documentation. This role offers the opportunity to participate in global projects and collaborate with international IT teams.

Key Responsibilities

1）End-User Support & Troubleshooting

• Provide first-level (L1) and second-level (L2) technical support to end users, resolving issues related to desktops, laptops, printers, peripherals, and mobile devices.
• Diagnose and resolve hardware, operating system (Windows/macOS), and common office software (Microsoft Office, email clients, collaboration tools) issues.
• Manage user accounts, permissions, and access control in Active Directory, Azure AD, and other identity management platforms.
• Provide VIP support to key executives, ensuring timely and high-quality service delivery.
• Document issue resolution steps and contribute to the knowledge base for future reference.

2）Microsoft 365 Administration & Support

• Provide L1/L2 support for Microsoft 365 services, including Exchange Online (email issues), SharePoint Online, OneDrive for Business, and Teams (meeting, chat, file sharing).
• Troubleshoot and resolve common M365 issues such as mailbox access, calendar sharing, permissions, and sync problems.
• Assist in user onboarding/offboarding processes related to M365 account provisioning and license management.
• Support end users with M365 collaboration tools usage, providing guidance and best practice recommendations.

3）Network & Infrastructure Support

• Assist in the maintenance and troubleshooting of local area networks (LAN), wireless networks (Wi-Fi), and basic network devices (switches, routers, access points).
• Perform basic network cabling, patching, and device configuration tasks.
• Support server room operations, including environmental monitoring, hardware maintenance coordination, and basic server administration (Windows Server).
• Troubleshoot server-related issues at L2 level, including file sharing, print services, and application server access.

4）Data Backup & Recovery

• Assist in the execution and monitoring of routine data backup operations for servers, critical systems, and user data.
• Support data recovery efforts in case of accidental deletion, hardware failure, or system corruption.
• Regularly verify the integrity and validity of backup data in coordination with senior team members.
• Maintain backup logs and documentation, ensuring compliance with global data protection policies.

5）Asset Management & Standardization

• Manage the full IT asset lifecycle, including procurement coordination, receiving, deployment, inventory tracking, and retirement/disposal.
• Maintain and update IT asset inventory and CMDB, ensuring accuracy, completeness, and compliance with global standards.
• Track asset usage and warranty status, proactively plan for equipment refresh cycles.
• Ensure user equipment complies with global IT standards and information security policies.

6）Video Conferencing & Collaboration Support

• Provide L1/L2 support for video conferencing systems (Teams Rooms, Zoom Rooms, Cisco Webex, or equivalent) in meeting rooms and executive spaces.
• Troubleshoot meeting connectivity issues, audio/video quality problems, and peripheral device (camera, microphone, display) failures.
• Assist with the setup and testing of virtual meeting configurations for hybrid and remote collaboration.
• Maintain meeting room equipment inventory and perform routine health checks.

7）Policy Development & Documentation

• Draft, maintain, and update IT operational management policies, including end-user computing standards, IT asset management guidelines, and helpdesk service procedures.
• Develop and maintain user-friendly IT tool usage documentation (e.g., M365 user guides, VPN setup instructions, printer configuration guides, video conferencing quick-start guides) for end users.
• Create and update technical knowledge base articles for internal IT team reference.
• Ensure all documentation is clear, accurate, and aligned with global IT standards.

8）Global Project Collaboration & Support

• Collaborate with global IT teams on project deployments, providing on-site IT support for new site setups, office relocations, or system migrations.
• Participate in the rollout of global IT initiatives and standards to US locations.
• Provide feedback and local insights to global IT teams to improve service delivery.

Qualifications

Required

• College degree or above in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in IT helpdesk or IT operations support in an enterprise environment.
• Solid knowledge of computer hardware, Windows/macOS operating systems, and common office software.
• Hands-on experience with Microsoft 365 administration and end-user support (Exchange Online, SharePoint, OneDrive, Teams).
• Basic understanding of networking (TCP/IP, DNS, DHCP, VLAN) and hands-on experience troubleshooting LAN/WAN and Wi-Fi issues.
• Familiar with Windows Server administration (Active Directory, file sharing, print services).
• Knowledge of data backup operations and basic understanding of data recovery concepts.
• Experience with IT asset management and inventory tracking processes.
• Experience supporting video conferencing systems (Teams Rooms, Zoom Rooms, or equivalent).
• Strong written communication skills — able to draft clear and structured operational policies, user guides, and technical documentation.
• Excellent customer service and verbal communication skills, with a strong sense of responsibility and a proactive work attitude.
• Fluent English is required (spoken and written) for daily communication with US-based end users and direct reporting to the Global IT Head. Chinese language capability is a plus.
• Ability to work independently and manage multiple priorities under pressure.

Preferred

• Experience supporting global or multi-site organizations.
• Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, or equivalent).
• Certification in ITIL Foundation or similar service management frameworks.
• Basic knowledge of scripting (PowerShell, Batch) for task automation.
• Experience in the manufacturing or new energy materials industry.
• Microsoft 365 certification (MS-900, MS-700, or equivalent).

Why Join Us

• Direct visibility: Report directly to the Global IT Head, gaining strategic exposure and career growth opportunities.
• Global exposure: Opportunity to work with international IT teams and contribute to global initiatives.
• Career growth: Clear career path from L2 support to more senior technical or architectural roles.
• Learning opportunities: Exposure to cutting-edge technologies including cloud, security, and automation.