IT Service Operations Engineer

Responsibilities -

• Validate local products based on headquarters' architecture standards and execute procurement and device purchases.
• Collaborate with headquarters and local service providers for the purchase, installation, configuration, and upgrade of network equipment and low-voltage systems.
• Manage system integration projects to ensure solutions align with headquarters' technical requirements and optimize execution according to local needs.
• Develop and implement localized IT solutions, ensuring maintenance and operations align with headquarters standards.
• Monitor office network quality using headquarters' tools, gather user feedback, and implement improvements.
• Track, manage, and inventory local IT infrastructure resources, resolve application issues, and ensure infrastructure integrity.
• Manage onsite services including desktop operations, IT asset management, and maintenance of public IT services.
• Coordinate local service provider resources for rapid problem resolution and efficient use of personnel and equipment.
• Manage service SLAs, track performance, drive improvement projects, and ensure delivery quality.
• Provide standard operating procedures and documentation support, regularly report progress on localized solutions to headquarters.
• Understand onsite service needs through employee interviews and ticket analysis, continuously improve IT service and product experiences.
• Manage service providers and team members, including workforce planning, recruitment, training, performance appraisal, and personnel development.

Qualifications -

• Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields.
• At least 3 years of experience in IT service management, with overseas work experience preferred.
• Fluency in both Chinese and English, or Arabic and English, for effective communication is preferred.
• Familiar with the processes and technologies related to desktop operations, asset management, and conference room operations.
• Advantage with ITIL and PMP certifications.
• Excellent communication and team management skills, capable of working in a multicultural environment.
• Strong problem-solving skills、quick response capabilities and project collaboration skills.