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.