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Senior Desktop Support Engineer

IT, Customer Service
Akron, OH, USA · McLean, VA, USA
Posted on Thursday, December 28, 2023

Job Description

About Us
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Group is a leading global travel service provider comprising of, Ctrip, Skyscanner, and Qunar.
Across its platforms, Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four Customer Service Centres for established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
We are looking for an IT guy with exemplary customer service. You will be the primary contact for all technical and IT-related queries for all the systems onsite. As such, we are looking for an all-rounder who loves problem-solving and thrives on learning new and different technologies.
You will report directly to the Desktop Support Manager in Shanghai. You will work in a collaborative way to implement best-practice IT solutions while maintaining ongoing customer service.
In this Role, you’ll get to
  • Responsible for maintaining the normal operation of the company's internal clients;
  • Responsible for maintaining the normal operation of internal clients;
  • Responsible for hardware malfunction handling, such as client, network, telephone line, printer, etc.;
  • Maintain and support the internal client application systems;
  • Responding to client requests and requirements in a timely manner;
  • Lead projects and demonstrate management-related capability; assist in ad hoc assigned projects
  • Communicate, collaborate with internal client departments, collect and follow up VOC, and continuously improve the department’s NPS score

What you'll Need to Succeed
  • Degree at HNC/HND/Ordinary/Bachelors level in a computer related discipline or equivalent experience
  • Has basic network troubleshooting knowledge, having CCNA would be a bonus;
  • Familiar with security systems, computer room distribution, room air conditioning, computer room, and environmental monitoring and a desire to learn new and different technologies in these fields;
  • Familiar with Meeting room Audio Visual equipment and troubleshooting of it
  • Knowledge in configuration management and routine maintenance of the AD, mainstream Windows and Mac systems, and mobile systems
  • Experience in Leading projects, and have good stakeholder management skill.
  • Mandarin capability would be an advantage due to communication with Shanghai HQ;
Why Group
We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.
What’s more?
  • Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
  • Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
  • We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
  • We encourage flexible work arrangement
  • Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
Click the link to learn more about What makes Group a leading global travel service provider?
Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!
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Have a good trip, and see you soon!