Senior IT Engineer - Shanghai

As an international architectural firm, UNS is active in the broadest fields of architecture. Our project portfolio covers every aspect of architecture, ranging from small to large scale projects, research and theory. The atmosphere within each of our offices is international, multidisciplinary, design-oriented and ambitious, but also open, non-hierarchical, team-based and friendly, with attention to personal well-being, knowledge development, and career planning.

Job Brief

UNS is looking for a versatile Senior IT Engineer, someone who is willing to do both front-end user support (helpdesk, onboarding, daily troubleshooting) and back-end infrastructure (networks, servers, security, system monitoring).

This role is ideal for an IT professional who enjoys a variety of tasks, working independently, and helping people.

Key Responsibilities

User Support & Helpdesk

• Provide end-user technical support via phone, email, or in person

• Support Microsoft Windows, Office 365, Outlook, Teams, and collaboration tools

• End-user device issue addressing and resolution, plus peripheral configuration and maintenance

• Proficient and appropriate utilization of the ticketing system with full follow-through until issue resolution

• Onboarding Employee IT equipment configuration and training

• Provide helpdesk, including but not limited to user support and troubleshooting, computers and user accounts, installation of software packages, daily maintenance of client systems, problem solving and answering of user questions and demands, support all communication systems (emails, phones, online communication tools, etc.)

• Respond and take prompt actions to all incoming IT support emails and enquiries, escalate requests to the appropriate party, as needed

Infrastructure & Network

• Maintain highly effective and available IT infrastructure, monitor infrastructure performance for potential bottlenecks to identify possible solutions to implement fixes

• Troubleshooting and maintenance of infrastructure and work with HQ team to implement fixes

• Strong working familiarity with hands-on experience configuring routers, switches and firewalls

• Take care of the server room and ensure its efficient and safe operation

• Knowledge of system monitoring and management tools

• Develop centralized monitoring of all systems and possible threats to network and data, analyze network activities and network problems to discover and prevent systematic errors, troubleshoot, diagnose and resolve network problems, ensure an effective cyber security position is maintained

• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN); advanced hands-on experience required for infrastructure tasks

• Participate in IT infrastructure projects in non-working hours not limited to server, network, core device replacing etc. when it is necessary

IT Operations & Maintenance

• Windows OS and software deployment

• IT operations monitoring and daily troubleshooting of hardware, software, WIFI, and network connectivity issues

• Perform physical IT installation and maintenance work, including mounting hardware, managing cables and wiring, and liaising with external vendors

• Manage all the company's IT equipment according to corporate and regional guidelines and standards, including but not limited to printers, telephone conversation devices, hard drive, projector, etc.

• IT compliance monitoring/maintenance including Windows OS update, software update, software licensing, user rights assignment etc.

• IT asset lifecycle and fee management, including local vendor coordination for hardware/software serving (Category opt, Lifecycle tracking, Fee renewal etc.)

• Contact point with the building management, contractor in coordination with power supply, capacity, cut-off issues, etc.

Team Collaboration & Project Coordination

• Work closely with both local and global IT teams across areas such as escalating technical issues, sharing knowledge, coordinating tasks (including hands-on support and testing), and aligning on IT projects

• Develop IT project delivery strategies, ensure services are delivered efficiently

Documentation, Policy & Strategy

• Timely preparation of IT-related documentation (monthly/annual plans & reports, inventory logs, etc.)

• Be responsible for IT related documentation completely and timely, including but not limited to: troubleshooting KB, installation manual, SOP of OS\applications, monthly and annual planning and reports, inventory log, etc.

• Compile IT documentation (troubleshooting knowledge bases, installation guides, OS/application SOPs, etc.)

• Collaborate with management to develop, finalize and enforce IT policies and compliance

• Work in accordance to all IT protocols, manuals, rules & regulations; Propose, draft and finalize the IT policies with Management together and guard the policies compliance and implementation

• Advise the management on strategic direction and technology implementation

• Take part in ICT budget making and part of ICT procurement

General & Administrative

• Maintain confidentiality at all times when encountering sensitive information during the course of carrying out duties

• Make record of the work log and maintain the update

• Perform any other IT related tasks and duties as assigned by Management