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End User Services Leader

Your Role:

Job Title: End User Services Leader – Field Support 

Job Location: Shanghai, China 

Job Responsibilities: 

  • Act as 2nd and 3rd level onsite support for incident management at the Shanghai (Qiantan) office.  

  • Provide "white glove" support and training to executives. 

  • Work as part of the local IT team supporting all onboarding and transfer requests. 

  • Provide support for any integration activities. 

  • Work with Global teams to resolve complicated and advanced IT related issues. 

  • Support all services relating to Lifecycle management, Asset Management, License Management and User Access management for end user’s software and hardware. 

  • Provide a positive and supportive experience for the customer at all times.  Seek support from colleagues in difficult situations. 

  • Maintain a core level of knowledge regarding service offerings for all IT units (including training offerings and resources when available). 


Who You Are:

Engage in Innovation activities such as process improvements, pilots, PoCs, etc. 

Coordinate uninterrupted IT support and communicate ongoing strategy and execution with executives. 

Handle needed inquiries, escalations and establish partnerships with key customers for issues relating to Infrastructure and EUS. 

8years’ experience supporting laptops, desktops, Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel) 

Experience supporting mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, Mobile Iron, etc. 

Microsoft Certifications (MCP, MCSE, MCSA) and experience with Microsoft SCCM a plus. 

Must be able to lift at least 25 lbs and be able to sit or stand for extended periods 

Bachelor’s degree (4-year college degree) preferred 

ITIL Certification a plus 

8+ years IT experience in a customer-facing role 

Travel (Up to 10%) – Mostly within China Mainland. 

Experience in Life Sciences/Healthcare industry/Performance Materials preferred 

Job Requisition ID:  191947
Location:  Shanghai - all
Career Level:  D - Professional (4-9 years)
Working time model:  full-time

US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.

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