23578-桌面支持工程师

工作地 常州, 江苏, 中国 发布日期 November 10, 2026 职位 ID 23578

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您的工作职责

Provide L1/L2 technical support to local employees through phone, email, Microsoft Teams, enterprise messaging platforms, and IT service management systems.
Troubleshoot and support Windows, macOS, iOS devices, including installation, configuration, maintenance, and issue resolution.
Provide technical support for Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, Microsoft Office, and related services.
Manage and troubleshoot user accounts and access-related issues, including Active Directory, Microsoft Entra ID, MFA, Intune, and local license management.
Troubleshoot basic network connectivity issues involving LAN, Wi-Fi, VPN, TCP/IP, and escalate complex issues to the appropriate infrastructure or network teams.
Support corporate PCs, laptops, printers, mobile devices, conference-room equipment, video conferencing systems, and other workplace IT technologies.
Manage, document, categorize, escalate, and resolve incidents and service requests in accordance with ITIL and ITSM processes and SLA requirements.
Analyze recurring technical issues and develop Knowledge Base articles and troubleshooting guides to improve First Contact Resolution and overall service quality.
Support global IT projects, including hardware refreshes, software deployments, Windows upgrades, Microsoft 365 migrations, endpoint management, and security initiatives.
Collaborate with Global client teams to provide and support users in client application side.

您的成功要素

Bachelor’s degree or equivalent education in Information Technology, Computer Science, Networking, or a related field.

Previous experience working in a multinational corporation or global enterprise IT environment.
3+ years of experience in IT Helpdesk, Desktop Support, or a similar enterprise IT support role.
Strong knowledge of Windows 10/11 and practical experience supporting macOS environments.
Hands-on experience with Microsoft 365, Microsoft Office, Outlook, Teams, OneDrive, and SharePoint.
Experience with Active Directory and Intune including user, group, access, and account administration.
Solid understanding of basic networking concepts, including TCP/IP, DNS, DHCP, VPN, LAN, and Wi-Fi.
Experience troubleshooting PCs, laptops, printers, mobile devices, and meeting-room/conferencing equipment.
Experience using ITSM/ticketing platforms, such as ServiceNow Management or similar systems.
Strong troubleshooting, analytical, customer-service, and communication skills.
Ability to manage incidents, service requests, problems, and changes according to established SLA and ITSM procedures.
Strong English communication skills, with the ability to communicate effectively with international users and global IT teams.

Experience with Microsoft Intune, Intune, and Windows Autopilot.
Knowledge of SCCM/Intune, endpoint software deployment, and Windows imaging/deployment.
Experience with Microsoft Entra ID, Conditional Access, MFA, and identity management.
ITIL Foundation certification.
Experience with ServiceNow or enterprise ITSM processes.
Knowledge of Azure, Microsoft 365 administration, and endpoint security.
Basic PowerShell scripting skills are a plus.

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