Responsibilities:

• Provide first & second line support to Wayfair employees for all IT-related concerns and technologies in our Shanghai office. 
• Respond & resolve tickets and request for assistance from Wayfairians in the Asia region. 
• Successfully manage assigned tickets ensuring proper recording, documentation, and closure
• Diagnose and troubleshoot complex software/hardware issues and provide appropriate solution
• Prioritize and evaluate a variety of technical issues
• Recommend procedure/workflow modifications or improvements
• Create/update knowledge articles as new issues/fixes arise
• Triage, resolve or escalate issues to appropriate teams
• Provide white glove support to Wayfair’s executive team
• Provide knowledge transfer/trainings to tier 1 via written and verbal communication
• Analyze and identify trends in issues 
• Collaborate with vendors across multiple domains (e.g., AV, hardware, collaboration tools) to ensure seamless support and efficient operations within your region.
• Partner closely with internal  IT and Security teams to deliver seamless and secure experiences for both visitors and employees in China.
• Act as the singular point of contact for IT in the region
• Provide perspective and recommendations to management on issues that could affect the site/region

Qualifications/Skills:

• Experience with endpoint management solutions (JAMF, AD, SCCM, Intune)
• Experience with both Mac and Windows OS
• Experience providing desktop support
• Intermediate network troubleshooting experience
• Strong interpersonal and communication skills, both written and verbal, while working with diverse audiences including business users, technical users, developers, etc.
• Seen as a Subject Matter Expert in multiple areas
• Strong time management skills to balance operation work with projects
• Capable of working independently with minimal oversight
• Ability to easily adapt to and learn new technologies
• Strong ability to communicate in English and Mandarin a must. 
• Able to lift 20Kg unassisted
• Able to work a flexible schedule in line with the business needs of the company

“Nice to Haves”:

• Experience with Powershell
• Experience with Ports, Firewalls, DNS, DHCP
• Microsoft Modern Desktop Administrator Associate Certification or equivalent knowledge and experience
• Experience with Terminal (OSX) as well as SSH and Linux
• Strong understanding of Active Directory and group policy. 
• Understand and utilize ITIL processes (Incident, Problem, Change, etc.)