IT Technical Support

A global consultancy company is recruiting for IT Technical Support in Beijing. Please contact me via +86 18640141628 (Tel & wechat) if you: * Experience in serving office of over 150 people * Fluent verbal & written English & Mandarin * Rich experiences of hardware & software support (3-8 years' experience) * Knowledge of office decoration is an advantage

Key Responsibilities:

• Provide a high level of customer service while supporting end users. Support includes, but is not limited to, laptops, desktops, smartphones, AV & VC systems, office phone, and voicemail system
• Respond to telephone calls, emails and personnel requests for technical support
• Identify, research, and resolve technical problems
• Document, track, and monitor the problem to ensure a timely resolution
• Successfully troubleshoot issues both independently and in collaboration with all available resources
• Oversee and troubleshoot video conference and telecommunication systems in coordination with regional technical resources
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals
• Document, maintain, upgrade or replace hardware and software systems
• Support and maintain user account information including rights, security, and systems groups
• Maintain configurations of all laptop and desktop computer systems according to established standards
• Document and update technology related instructions and procedures as required
• Maintain problem call history by recording calls in SNOW tracking database
• Analyze calls data to proactively identify improvement opportunities
• Evaluate new technologies for potential applicability within BCG
• Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management
• Displays tact, patience and the ability to handle stressful situations
• Highly flexible and committed to personal goals and directions agreed on with IT and business management
• Shift working according to business requirement. Perform other duties as assigned or required such as case team support & marketing event support

Key Requirements:

• Bachelor degree in IT-related discipline or comparable knowledge/ experience in technology related field
• 3 years working experience for IT-related discipline to at least 150 end users
• Good command of written and spoken English and Chinese including Putonghua
• Certified in MCDST (Microsoft Certified Desktop Support Technician), MCP (Microsoft Certified Professional), MCSA (Microsoft Certified Systems Administrator), and MCSE (Microsoft Certified Systems Engineer) or related professional certification will be an advantage, but not essential
• Superior technical skills - including but not limited to BCG supported technology
• Exceptional interpersonal communication and collaboration skills
• Excellent time management and the ability to prioritize work effectively