Job Summary / 职位摘要

We are seeking a proactive and technically skilled IT Operations Engineer to join our US IT support team. Reporting directly to the Global IT Head, you will serve as the frontline technical support for our US sites and global operations, handling L1/L2 incidents across networks, computer systems, servers, peripherals, and Microsoft 365. You will be responsible for ensuring a stable and efficient IT environment for our end users, delivering high-quality helpdesk services with a service-oriented mindset. You will also participate in the development of IT operational policies, guidelines, and end-user documentation. This role offers the opportunity to participate in global projects and collaborate with international IT teams.

我们正在寻找一位积极主动、技术扎实的IT运维工程师加入我们的美国IT支持团队。该岗位直接汇报给全球IT负责人，您将担任美国工厂及全球运营的一线技术支持，处理L1/L2级别的网络、电脑终端、服务器、外设及Microsoft 365等故障。您将负责为最终用户提供稳定高效的IT环境，以服务为导向交付高质量的Helpdesk支持。您还将参与IT运维管理制度和面向最终用户的工具使用文档的编写与维护。该岗位同时提供参与全球项目的机会，并与国际IT团队协作。

 

Key Responsibilities / 主要职责

1. 终端用户支持与故障处理 / End-User Support & Troubleshooting

• Provide first-level (L1) and second-level (L2) technical support to end users, resolving issues related to desktops, laptops, printers, peripherals, and mobile devices.为最终用户提供第一级（L1）和第二级（L2）技术支持，解决台式机、笔记本、打印机、外设及移动设备相关问题。


• Diagnose and resolve hardware, operating system (Windows/macOS), and common office software (Microsoft Office, email clients, collaboration tools) issues.诊断并解决硬件、操作系统（Windows/macOS）及常用办公软件（Microsoft Office、邮件客户端、协同工具）问题。


• Manage user accounts, permissions, and access control in Active Directory, Azure AD, and other identity management platforms.在Active Directory、Azure AD及其他身份管理平台中管理用户账户、权限和访问控制。


• Provide VIP support to key executives, ensuring timely and high-quality service delivery.为重要高管提供VIP支持，确保及时、高质量的服务交付。


• Document issue resolution steps and contribute to the knowledge base for future reference.记录问题解决步骤并贡献知识库，供后续参考。

2. Microsoft 365管理与支持 / Microsoft 365 Administration & Support

• Provide L1/L2 support for Microsoft 365 services, including Exchange Online (email issues), SharePoint Online, OneDrive for Business, and Teams (meeting, chat, file sharing).为 Microsoft 365服务 提供L1/L2支持，包括Exchange Online（邮件问题）、SharePoint Online、OneDrive for Business及Teams（会议、聊天、文件共享）。


• Troubleshoot and resolve common M365 issues such as mailbox access, calendar sharing, permissions, and sync problems.排查并解决常见的M365问题，如邮箱访问、日历共享、权限及同步问题。


• Assist in user onboarding/offboarding processes related to M365 account provisioning and license management.协助与M365账户配置和许可证管理相关的用户入职/离职流程。


• Support end users with M365 collaboration tools usage, providing guidance and best practice recommendations.为最终用户提供M365协同工具使用的指导与最佳实践建议。

3. 网络与基础设施支持 / Network & Infrastructure Support

• Assist in the maintenance and troubleshooting of local area networks (LAN), wireless networks (Wi-Fi), and basic network devices (switches, routers, access points).协助局域网（LAN）、无线网络（Wi-Fi）及基础网络设备（交换机、路由器、AP）的维护与故障排查。


• Perform basic network cabling, patching, and device configuration tasks.执行基础网络布线、跳线及设备配置任务。


• Support server room operations, including environmental monitoring, hardware maintenance coordination, and basic server administration (Windows Server).支持机房运维，包括环境监控、硬件维护协调及基础服务器管理（Windows Server）。


• Troubleshoot server-related issues at L2 level, including file sharing, print services, and application server access.处理L2级别的服务器相关问题，包括文件共享、打印服务及应用服务器访问。

4. 数据备份与恢复 / Data Backup & Recovery

• Assist in the execution and monitoring of routine data backup operations for servers, critical systems, and user data.协助执行并监控服务器、关键系统和用户数据的日常数据备份任务。


• Support data recovery efforts in case of accidental deletion, hardware failure, or system corruption.在意外删除、硬件故障或系统损坏的情况下，支持数据恢复工作。


• Regularly verify the integrity and validity of backup data in coordination with senior team members.与团队高级成员协作，定期验证备份数据的完整性和有效性。


• Maintain backup logs and documentation, ensuring compliance with global data protection policies.维护备份日志和文档，确保符合全球数据保护政策。

5. 资产管理及标准化 / Asset Management & Standardization

• Manage the full IT asset lifecycle, including procurement coordination, receiving, deployment, inventory tracking, and retirement/disposal.管理 IT资产全生命周期，包括采购协调、接收、部署、库存追踪及报废处置。


• Maintain and update IT asset inventory and CMDB, ensuring accuracy, completeness, and compliance with global standards.维护并更新 IT资产清单和CMDB，确保准确性、完整性和全球标准合规性。


• Track asset usage and warranty status, proactively plan for equipment refresh cycles.追踪资产使用情况和保修状态，主动规划设备更换周期。


• Ensure user equipment complies with global IT standards and information security policies.确保用户设备符合全球IT标准和信息安全政策。

6. 视频会议与协同工具支持 / Video Conferencing & Collaboration Support

• Provide L1/L2 support for video conferencing systems (Teams Rooms, Zoom Rooms, Cisco Webex, or equivalent) in meeting rooms and executive spaces.为会议室和高管区域的视频会议系统（Teams Rooms, Zoom Rooms, Cisco Webex或同等）提供L1/L2支持。


• Troubleshoot meeting connectivity issues, audio/video quality problems, and peripheral device (camera, microphone, display) failures.排查会议连接问题、音视频质量问题和外设（摄像头、麦克风、显示器）故障。


• Assist with the setup and testing of virtual meeting configurations for hybrid and remote collaboration.协助混合办公和远程协作场景下虚拟会议配置的设置与测试。


• Maintain meeting room equipment inventory and perform routine health checks.维护会议室设备清单并执行定期健康检查。

7. 管理制度与文档编写 / Policy Development & Documentation

• Draft, maintain, and update IT operational management policies, including end-user computing standards, IT asset management guidelines, and helpdesk service procedures.起草、维护并更新IT运维管理制度，包括终端用户计算标准、IT资产管理规范及Helpdesk服务流程。


• Develop and maintain user-friendly IT tool usage documentation (e.g., M365 user guides, VPN setup instructions, printer configuration guides, video conferencing quick-start guides) for end users.编写并维护面向最终用户的IT工具使用文档（如M365用户指南、VPN配置说明、打印机设置指南、视频会议快速上手指南）。


• Create and update technical knowledge base articles for internal IT team reference.创建并更新内部IT团队参考的技术知识库文档。


• Ensure all documentation is clear, accurate, and aligned with global IT standards.确保所有文档清晰、准确，并与全球IT标准保持一致。

8. 全球项目协作与支持 / Global Project Collaboration & Support

• Collaborate with global IT teams on project deployments, providing on-site IT support for new site setups, office relocations, or system migrations.与全球IT团队协作项目部署，为新工厂建设、办公室搬迁或系统迁移提供现场IT支持。


• Participate in the rollout of global IT initiatives and standards to US locations.参与全球IT计划和标准向美国地点的推广落地。


• Provide feedback and local insights to global IT teams to improve service delivery.向全球IT团队提供反馈和本地洞察，以改进服务交付。

Qualifications / 任职资格

Required / 必需条件

• College degree or above in Computer Science, Information Technology, or a related field.专科及以上学历，计算机科学、信息技术或相关专业。


• Minimum of 3 years of experience in IT helpdesk or IT operations support in an enterprise environment.至少 3年 企业环境中IT Helpdesk或IT运维支持经验。


• Solid knowledge of computer hardware, Windows/macOS operating systems, and common office software.扎实的计算机硬件、Windows/macOS操作系统及常用办公软件知识。


• Hands-on experience with Microsoft 365 administration and end-user support (Exchange Online, SharePoint, OneDrive, Teams).具备Microsoft 365管理及最终用户支持的实操经验（Exchange Online、SharePoint、OneDrive、Teams）。


• Basic understanding of networking (TCP/IP, DNS, DHCP, VLAN) and hands-on experience troubleshooting LAN/WAN and Wi-Fi issues.具备基本的网络知识（TCP/IP, DNS, DHCP, VLAN），有局域网/广域网及Wi-Fi故障排查的实操经验。


• Familiar with Windows Server administration (Active Directory, file sharing, print services).熟悉Windows Server管理（Active Directory、文件共享、打印服务）。


• Knowledge of data backup operations and basic understanding of data recovery concepts.了解数据备份操作并对数据恢复概念有基本认识。


• Experience with IT asset management and inventory tracking processes.有IT资产管理和库存追踪流程经验。


• Experience supporting video conferencing systems (Teams Rooms, Zoom Rooms, or equivalent).有视频会议系统支持经验（Teams Rooms, Zoom Rooms或同等）。


• Strong written communication skills — able to draft clear and structured operational policies, user guides, and technical documentation.扎实的文字表达能力——能够起草清晰、结构化的运维管理制度、用户指南和技术文档。


• Excellent customer service and verbal communication skills, with a strong sense of responsibility and a proactive work attitude.优秀的客户服务和口头沟通能力，具有强烈的责任心和积极主动的工作态度。


• Fluent English is required (spoken and written) for daily communication with US-based end users and direct reporting to the Global IT Head.需流利英语（口语和书面），用于与美国最终用户的日常沟通及向全球IT负责人直接汇报。


• Authorized to work in the US.拥有在美国工作的合法授权。


• Ability to work independently and manage multiple priorities under pressure.能够独立工作并在压力下管理多重优先事项。

Preferred / 优先条件

• Experience supporting global or multi-site organizations.有支持 全球或多站点组织 的经验。


• Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, or equivalent).有 ITSM平台（ServiceNow, Jira Service Management或同等）的实操经验。


• Certification in ITIL Foundation or similar service management frameworks.持有 ITIL Foundation 或类似服务管理框架认证。


• Basic knowledge of scripting (PowerShell, Batch) for task automation.了解基础 脚本编写（PowerShell, Batch）用于任务自动化。


• Experience in the manufacturing or new energy materials industry.有 制造或新能源材料行业 经验。


• Microsoft 365 certification (MS-900, MS-700, or equivalent).Microsoft 365认证（MS-900, MS-700或同等）。

Why Join Us / 加入我们的理由

• Direct visibility: Report directly to the Global IT Head, gaining strategic exposure and career growth opportunities.直接可见性：直接向全球IT负责人汇报，获得战略视野和职业发展机会。


• Global exposure: Opportunity to work with international IT teams and contribute to global initiatives.全球化视野：有机会与国际IT团队协作，参与全球计划。


• Career growth: Clear career path from L2 support to more senior technical or architectural roles.职业发展：从L2支持向高级技术或架构岗位的清晰职业路径。


• Learning opportunities: Exposure to cutting-edge technologies including cloud, security, and automation.学习机会：接触前沿技术，包括云、安全和自动化。

Working Language / 工作语言

• English is required for daily communication with US-based users, vendors, and for direct reporting to the Global IT Head.英语为日常主要工作语言，需与美国用户、供应商进行口头和书面沟通，并直接向全球IT负责人汇报。中文能力为加分项。