Provide reliable, onsite end user and infrastructure support, ensuring secure, compliant, and resilient IT operations, strong cyber security controls, smooth workplace technology services, and effective coordination with APAC and Global IT teams to deliver standards-based solutions aligned with both global security initiatives and local requirements.
Nature and scope of main accountabilities:
1. Install, configure and troubleshoot end-user hardware/software and peripherals (including standard client deployment/WP3(Windows 11),
device handover, and mobile device management).
2. Log, prioritize, and resolve incidents and service requests; escalate to next-level support when the root cause is unknown or resolution is not possible within agreed SLAs/OLAs.
3. Support operation and maintenance of workplace ITservices with focus on availability, reliability, and manageability, following standard processes (e.g., patching coordination, endpoint compliance, and basic monitoring/health checks).
4. Contribute to Service Desk operations by resolving tickets when required and maintaining high-quality documentation/knowledge articles (runbooks, how-to guides, onboarding checklists).
5. Ensure endpoint and workplace infrastructure standards are maintained (hardware lifecycle, approved software, secure configuration baselines, and meeting room/print services readiness).
6. Diagnose and coordinate repair of equipment failures; manage warranty/vendor follow up and ensure accurate asset records (devices, accessories, and spare parts).
7. Support rollout, update, and maintenance activities for IT services and endpoints (e.g., laptop refresh, iPhone rollout, onboarding improvements, and local application enablement as approved).
8. Support implementation and ensure adoption of IT processes and controls in line with standards (ITSM, change
enablement, endpoint compliance, and security awareness practices), including 1 to 1 and group training as required in order to ensure compliance.
9. Support local business applications and workflows approval (e.g., government/banking tools and other required local apps), ensuring changes follow security/compliance approval
processes.
10. Responsible for maintaining an up-to-date understanding of local (China) IT requirements and constraints (e.g., localbusiness applications, connectivity limitations, data handling requirements)
and escalating risks or gaps to APAC/Global IT as needed.
