WHAT YOU'LL DODUTIES AND RESPONSIBILITIES:

• Provide a high level of customer service while supporting end users. Support includes, but is not limited to, laptops, desktops, smartphones, AV & VC systems, office phone, and voicemail system.• Respond to telephone calls, emails and personnel requests for technical support.• Identify, research, and resolve technical problems.• Document, track, and monitor the problem to ensure a timely resolution.• Successfully troubleshoot issues both independently and in collaboration with all available resources.• Oversee and troubleshoot video conference and telecommunication systems in coordination with regional technical resources.• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.• Document, maintain, upgrade or replace hardware and software systems.• Support and maintain user account information including rights, security, and systems groups.• Maintain configurations of all laptop and desktop computer systems according to established standards.• Document and update technology related instructions and procedures as required.• Maintain problem call history by recording calls in SNOW tracking database.• Analyze calls data to proactively identify improvement opportunities.• Evaluate new technologies for potential applicability within BCG.• Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management.• Displays tact, patience and the ability to handle stressful situations.• Highly flexible and committed to personal goals and directions agreed on with IT and business management. Shift working according to business requirement. Perform other duties as assigned or required such as case team support & marketing event support.

WORK ENVIRONMENT:

• Shared office space.• Position requires some after office hour support, availability at all times via cell phone – 24 x 7 support operation.• Occasional traveling within the region will be required.

YOU'RE GOOD ATKnowledge:

• Superior technical skills - including but not limited to BCG supported technology.• Exceptional interpersonal communication and collaboration skills.• Excellent time management and the ability to prioritize work effectively

.Key Competencies:

• Communicates (both orally and written) effectively with the management groups, end users, and other technical staffs.• Able to adjust approach to effectively interact with customers at all organizational and technical levels.• Focus on excellent customer service and needs of the user community.• Reliable and cooperative team player; displays consideration and respect for others and demonstrates the ability to lead team members by modeling success.• Displays tact, patience, and the ability to handle stressful situations while demonstrating a sense of urgency.• Demonstrates competence and character that inspires trust.• Independently and proactively communicates issues, priorities, and objectives.• Organized with a strong attention to detail.• Able to anticipate, identify, and solve critical problems.• Self-motivated, proactive, and easy to reach out.• Proficient at communicating and presenting technical concepts to management, peer group, and staffs. Ability to thrive in a dynamic, fast-paced, demanding environment.

YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Bachelor degree in IT-related discipline or comparable knowledge/ experience in technology related field.• 3 years working experience for IT-related discipline to at least 150 end users.• Good command of written and spoken English and Chinese including Putonghua.• Certified in MCDST (Microsoft Certified Desktop Support Technician), MCP (Microsoft Certified Professional), MCSA (Microsoft Certified Systems Administrator), and MCSE (Microsoft Certified Systems Engineer) or related professional certification will be an advantage, but not essential.• ITIL foundation certification will be an advantage, but not essential.