IT - On-Site Support - Compans

Job Description

1. Laptops preparations for the new joiners, existing Cainiao EE as part of lifecycle replacements/hardware issues.

2. Provide comprehensive technical support to Cainiao Corporate employees.

3. Look for innovative process improvements and participate on teams to implement change.

4. Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.

5. Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support.

6. Creates and updates standard operating procedures (SOPs) to improve the teams’ knowledge through knowledge management.

7. Manages the ticket queue to provide support with a fluctuating case count of trouble tickets, ensuring the customer is always updated on next steps through resolution.

8. Manages ticket quality by executing ticket auditing across the Madrid.

9. Assists with technical projects across In-Person Support, assuring deadlines are met and projects are completed on time.

10. Escalates any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact. Assist with activities to triage and troubleshoot any system or network outage as needed.

11. Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.

12. Identify and provide training for front-line support to assist in career development.

13. Provide in person support to internal customers for a variety of IT related software and hardware issues.

Job Requirements