Group Function - IT Support Engineer (Contractor)

我们正在寻找一名敬业且技术娴熟的一级IT支持专员加入我们的团队。本职位主要负责为海外员工（主要是日本）提供本地IT支持。理想的候选人需中文母语，精通日语，有桌面支持和资产管理的经验，能够诊断和解决常见IT问题。

主要职责：
本地IT支持：
为网易海外员工（主要是日本）提供本地IT支持。
处理并解决与办公电脑、移动设备和软件应用相关的常见IT问题。

事件管理：
跟进其他时区产生的IT支持请求，并与二级和三级支持人员协调解决复杂问题。
分析海外IT工单数据，识别趋势并向IT支持经理提供可行的见解。

沟通交流：
与日语用户进行有效沟通，理解并解决他们的IT问题。
提供通用软件应用、授权管理和使用咨询等方面的指导和支持。

系统与应用支持：
故障排除和解决公司内部应用和系统（如采购系统和审批流系统）相关问题。
协助用户进行系统导航和功能查询。

持续改进：
与IT支持经理合作，识别并实施IT支持流程的改进措施。
记录常见问题，开发知识库文章以促进未来更快的解决。

任职要求
工作年限与学历：
2年以上IT支持或相关领域的工作经验。
计算机科学、信息技术或相关专业的学士学位优先。

过往经验：
具有在技术支持、IT服务或相关行业的工作经验。
有项目管理经验者优先。
具有支持多个项目和协调多任务的能力。

专业技能：
熟悉办公电脑（如Dell、HP、Lenovo等）、常见移动设备（如iPhone、iPad、Android设备）及其相关配件。
熟悉Windows操作系统、MacOS、Microsoft Office套件、VPN软件、杀毒软件、远程控制软件等。
熟悉网络故障排除和基本网络配置。
了解公司内部系统和应用（如采购系统、审批流系统等）。
具备编写技术文档和知识库文章的能力。

软技能：
出色的沟通和人际交往能力，能够与不同文化背景的用户进行有效沟通。
良好的客户服务意识和独立工作能力。
优秀的问题解决和分析能力，能够在压力下快速做出决策。

语言能力：
流利的日语和中文（书面和口语），能够有效与日语用户沟通。

优先条件：
具有远程支持工具和软件的使用经验。
能够分析和解释IT工单数据，推动持续改进

We are seeking a dedicated and skilled LV1 IT Support Specialist to join our team. This role involves providing onsite IT helpdesk support to our overseas employees, primarily located in Japan。 The ideal candidate will be fluent in Japanese and Chinese, possess strong problem-solving skills to diagnose and resolve common IT issues remotely.
Key Responsibilities:

Onsite IT Support:
Provide onsite IT support to Japan employees.
Address and resolve common IT issues related to office computers, mobile devices, and software applications.
Incident Management:
Follow up on IT support requests from other time zones and coordinate with LV2 and LV3 support personnel for complex issues.
Analyze overseas IT ticket data to identify trends and provide actionable insights to the IT support manager.
Communication:
Communicate effectively with Japanese-speaking users to understand and resolve their IT issues.
Offer guidance and support for common software applications, license management, and usage queries.
System & Application Support:
Troubleshoot and resolve issues related to internal company applications and systems such as procurement and approval flow systems.
Assist users with system navigation and functionality queries.
Continuous Improvement:
Collaborate with the IT support manager to identify and implement improvements in the IT support process.
Document recurring issues and develop knowledge base articles to facilitate faster resolution in the future.

Requirements:
Experience and Education:
At least 2 years of experience in IT support or a related field.
Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
Past Experience:
Experience in technical support, IT services, or related industries.
Project management experience is a plus.
Ability to support multiple projects and manage multitasking.

Technical Skills:
Familiar with office computers (e.g., Dell, HP, Lenovo), common mobile devices (e.g., iPhone, iPad, Android devices), and related accessories.
Proficient in Windows OS, MacOS, Microsoft Office suite, VPN software, antivirus software, and remote control software.
Knowledge of network troubleshooting and basic network configuration.
Understanding of internal company systems and applications (e.g., procurement systems, approval flow systems).
Ability to write technical documentation and knowledge base articles.

Soft Skills:
Excellent communication and interpersonal skills, capable of effective communication with users from diverse cultural backgrounds.
Strong customer service orientation and ability to work independently.
Excellent problem-solving and analytical skills, capable of making quick decisions under pressure.
Language Proficiency:
Fluent in Japanese and Chinese (both written and spoken) for effective communication with Japanese users.

Preferred Qualifications:
Experience with remote support tools and software.
Ability to analyze and interpret IT ticket data for continuous improvement.