Senior Specialist, IT Service Delivery, ETS
3 days ago
Job Description
- Independently resolves IT issues for users through onsite and remote support.
Leads, guides, and actively participates in support, troubleshooting, and repair of IT equipment, complex network issues and inventory support for assets.
- Continuously assesses user needs based on global/regional IT standards, manages IT asset lifecycles, and prepares detailed documentation like SOPs and knowledge-base articles.
- Acts as a Subject Matter Expert (SME), providing specialized knowledge, expertise, and training to IT employees. This includes running deployments of new IT initiatives and performing root cause analysis.
- Involved in budget monitoring, incident and problem resolution, and IT project management (e.g., office builds). The role requires vendor management skills, following the internal procurement processes, and upholding IT governance and security compliance within the market.
- Builds and maintains strong relationships with local business stakeholders to align IT services with their needs.
Qualifications
- Minimum of 5 years experience; managing a single location or multiple locations with 500 users or more.
- Experience with networks, firewalls, and desktop computing/management technologies (like Fortinet, Palo Alto)
- Fluent in English, capable of basic correspondence with regional counterparts and engaging in meetings.
- Great Interpersonal and stakeholder management skills with ability to effectively engage with local leadership/stakeholders and global/regional IT leadership
- Exhibit skills in solving complex problems spanning multiple functions
- An individual who pays attention to details
- Ability to work under pressure and still meet regional/global goals and OKRs.
Additional Information
【Nice-to-Have】
- ITIL, CompTIA A+ or relevant professional certifications
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