Align is looking for an
Primary responsibilities:
- Provide primary email presence in the office for the Global Service Desk support email.
- Monitor IT ticketing system (ServiceNow) - triage and distribute incidents and requests as appropriate.
- Escalate Major Incidents to the appropriate IT resources and participate in the Major Incident Response efforts as required.
- Uphold departmental and company standards for security, privacy, compliance, and personal conduct.
Other regular activities would include, but are not limited to:
- 1st and 2nd level desktop & apps deployment and support to global end-users including non-office based remote staff.
- Identity and access management for user accounts, systems and applications.
- 1st level network support, office LAN’s, as well as troubleshooting the WAN infrastructure.
- Engage with vendors for warranty replacement/support of end-user systems.
- 1st line support for Cisco VoIP systems, including Call Center.
- Perform periodic and/or required maintenance in the desktop & back-office environments, including software deployments and updates.
- Create, review, update, and validate process documentation, with an emphasis on accuracy, completeness, and simplicity.
- Actively engage in our Knowledge Management practice with the goal of building self-service capabilities and driving adoption of our self-service offerings.
- With little supervision, respond to customer communication regarding software/hardware issues received via phone/e-mail and/or ticketing system. Evaluate nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for a user(s).
- Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported.
- Familiarize yourself with the company’s technical. Explain technical information in an easily understood manner.
- Offer ideas for procedures and processes to improve service and user satisfaction.
- Interact with employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines efficiently and effectively.
- Meet or exceed personal and team performance metrics.
- Provide support to audit processes and quality management system as required.
Qualifications:
- A thorough understanding of Microsoft Windows Operating Systems (notably Windows 11) and the Office application suite, as deployed in a corporate organization. Solid understanding of general server concepts (such as security, file sharing, server/storage resources, centralized updates).
- Basic networking concepts (such as IP addresses, DHCP, DNS).
- Experience with Active Directory.
- Experience with anti-virus software.
- Basic computer hardware installation/configuration and troubleshooting skills and knowledge.
Required Experience:
- IT-related degree or equivalent work experience.
- 3yrs+ years relevant full-time work experience - having worked in an international environment would be a plus.
Familiarity with following would be considered a plus:
- ITIL Framework
- Office 365, including MS Teams & Outlook
- Networking concepts, devices, and technologies (e.g. Wi-Fi).
- Cisco VoIP systems
- ServiceNow
- Security principles and best practices
Non-technical requirements:
- Superior verbal and written English communication.
- Customer service and interpersonal skills are a must.
- The ability to work with distributed teams across different time zones.
- Excellent organizational and documentation skills.
- Ability to understand customers and their requirements.
- Take ownership of problems/issues within his/her control and manage until it's resolved.
- Execute to goals and objectives; make and keep commitments.
Language skills required:
- English, Traditional Chinese
Physical Demands and Work Environment:
- Heavy equipment installation might be required.
Work schedule:
- Monday – Friday from 8:30am to 5:30pm (local time)
- Overtime work might be required.
