Role Overview

We are looking for an IT Support Engineer with exemplary customer service. You will be the primary contact for all technical and IT-related queries for all the systems onsite. As such, we are looking for an all-rounder who loves problem-solving and thrives on learning new and different technologies. You will also be a strong completer-finisher, with a desire to respond/oversee to all queries in a timely and professional manner. This position would be an ideal step up for someone who is keen to progress beyond desktop support.

You will report to the Desktop Support Manager in Shanghai. You will work in a collaborative way to implement best-practice IT solutions while maintaining ongoing customer service.

Job Responsibilities:

• Responsible for maintaining the normal operation of Trip.com internal users in the site and ensure local IT SLA;
• Responding to internal requests and requirements in a timely manner; including installation and troubleshooting of application systems, client software, and hardware such as client, network, printer, etc.;
• Collaborate closely with local management teams and act as point of contact for all IT related issues/requirements and improve user satisfaction;
• Responsible for local IT asset management, including device inbound & outbound, warehouse management, inventory auditing and other operations that cover the full lifecycle of the devices;
• Contribute to internal technical documentation, ensuring the effectiveness, completeness, and readability of the documents;
• Assist in ensuring compliance with information security regulations and maintaining the security systems, server room, room air conditioning, and environmental monitoring;
• Responsible for liaising with external suppliers as necessary;
• Assist in assigned projects and tasks in a timely manner;
• Operation changes during low business peak hours at night or during weekends and holidays according to IT operation and maintenance continuity requirements;
• Business continuity needs to be ensured, and effective attendance of positions required for work can be ensured;
• Based in Bangkok, support remote users/business trip as necessary (Thailand/Vietnam/Cambodia offices);

Key Qualifications and Experience

Essential

• Degree at Bachelors level in a computer-related discipline or equivalent experience; a minimum of 5 years of IT support related experience;
• Have experience in user support for Windows, Mac OS operating systems, IT application systems (M365, DNS, email, printing, files, VPN, video conferencing, etc.), prior experience in managing M365 & Intune would be a bonus
• Proficient in using Microsoft Office software (Word, Excel, PPT, Project, Visio, etc.);
• Have strong work planning. Solid IT service process experience and familiarity with the ITSM system.
• Has basic network troubleshooting knowledge, familiar with security systems, server room, room air conditioning, and environmental monitoring;
• Have a user-centric service attitude. Good at communicating with others in a proactive manner; able to provide high quality service to local internal users and response to request swiftly
• Familiarity with AI tools within the scope of IT services or prior experience in building knowledge base would be a bonus;
• Fluency in both spoken and written Thai and English is required. Proficiency in Mandarin would be an advantage, as the role involves regular communication with the Shanghai HQ ；

• Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions

• Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact

• We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.

• We encourage flexible work arrangement