IT支持专员

办公地点：河北燕郊；缴纳北京社保 Duties and Responsibilities 岗位职责： • Act as front-line support for local and/or time zone-based employees 为本地和/或不同时区的员工提供一线支持 • Serve as the main point of contact for our customers via email, walk-ups, and chat support 作为主要联系人，通过电子邮件、现场咨询和在线沟通工具，提供支持 • Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services 及时、专业地回复咨询，并解决与产品和服务相关的问题 • Leverage internal support systems and knowledge bases to effectively diagnose, track, and resolve customer issues, while properly handling customer complaints. 依托内部支持系统和知识库，有效诊断、追踪并解决客户问题，同时妥善处理客户投诉 • Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution 维护准确的记录，包括通讯记录和工单系统，以跟踪用户互动和问题解决情况 • Uses strong analytical skills to diagnose problems (hardware, software, network, sysadmin, etc.) and determines appropriate solutions 拥有强大的分析能力来诊断问题（硬件，软件，网络，系统管理员，等等）并确定适当的解决方案 • Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals, and stays current with system information, changes, and updates 维护，分析，排除故障，并修复计算机系统、硬件和计算机外围设备，随时跟进系统信息，更改和更新 • Collaborate with other teams to identify and resolve technical issues 与其他团队协作，识别并解决技术问题 • Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows 紧跟行业趋势，并为Helpdesk和用户工作流的持续改进提供建议 • Identify and escalate issues requiring urgent attention to the appropriate parties 识别需要紧急处理的问题，并将其上报给相关人员 • Ensure SLAs are met and that our internal users are provided with an exceptional user experience 确保满足服务水平协议 (SLA)，并为内部用户提供优秀的用户体验 • Ensure that all IT assets in the local office are managed and maintained to a high standard 确保本地办公室的所有 IT 资产均得到高标准的管理和维护 • Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management 确保遵守所有与工作场所服务、健康与安全以及环境管理相关的法规和法律 • Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization 与其他高级领导和管理者合作，建立持续创新与学习的组织文化 Skills &

Experience Required 技能经验/任职资格 • Global experience within a business services environment, and ideally video games development and/or working in a highly technical development environment 拥有全球商业服务环境的工作经验，具备游戏行业/高科技产业的工作经验者加分 • Strong knowledge of first and second line support operations 精通一线和二线支持运营 • Strong knowledge of ServiceNow and industry trends 精通 ServiceNow 和行业趋势 • Excellent relationship-building skills 出色的人际关系建立能力 • Ability to work in a matrix management environment 能够在矩阵式管理环境中工作 • Proven work experience in a customer service or Helpdesk role 拥有客户服务或Helpdesk技术支持岗位的工作经验 • Excellent communication and active listening skills with a customer-first mindset 优秀的沟通和积极倾听能力，并始终以用户为先 • Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively 能够在动态、快节奏的环境中高效工作并有效处理多项任务 • Ability to learn quickly and adapt to new IT applications and technologies 能够快速学习并适应新的IT技术 • Excellent problem-solving and conflict resolution skills 出色的问题解决能力 • Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders 具有强烈的客户服务意识，致力于为员工和用户提供高质量的服务 • Knowledge in Linux, PowerShell, Python script, Windows, Office 365, Exchange, and Google Workspace is a plus 具备Linux, PowerShell, Python script, Windows, Office 365, Exchange, Google Workspace知识者优先考虑 • Intermediate level English or above 中级或以上英语水平