IT Support Technician

Location: Shanghai, China

Employment Type: Contract (12 months) - Open for China Locals only

Role Overview

An international organisation is seeking a Junior IT Support Technician to deliver high-quality technical assistance to end-users. This role focuses on ensuring the stability of IT systems, timely resolution of technical issues, and excellent user support across the business.

Key Responsibilities

1. Provide first-level technical support to end-users via phone, email, remote access tools, and on-site assistance.
2. Troubleshoot hardware, software, and basic network issues to identify root causes and restore services promptly.
3. Install, configure, and maintain desktops, laptops, printers, and related IT equipment.
4. Install and update operating systems, software applications, patches, and drivers.
5. Manage user accounts, including account creation, modification, deactivation, password resets, and access permissions.
6. Set up and support email accounts and basic security configurations in line with internal IT policies.
7. Record, track, and resolve incidents using a ticketing system, ensuring accurate documentation of issues and solutions.
8. Maintain IT asset records, including hardware and software inventory.
9. Prepare basic troubleshooting documentation and user guides.
10. Provide basic IT training and guidance to end-users on systems, applications, and security best practices.
11. Support off-site users using remote support tools and collaborate with internal IT teams to resolve escalated issues.

Requirements

• High school diploma or equivalent (required). Diploma or Associate’s Degree in Information Technology, Computer Science, or a related field (preferred).
• IT certifications such as CompTIA A+, Security+ or/and Microsoft certifications is a plus.
• Good command of spoken and written English.

Experience (Nice to Have)

• Prior experience in IT Support, Service Desk, Helpdesk, or technical customer support roles.
• Familiarity with ticketing systems and IT support workflows.
• Strong communication skills in explaining technical concepts to non-technical users.