Cainiao-IT On-site support-Compans

About the position

Cainiao Group was established in 2013, incubated in Alibaba's largest global e-commerce ecosystem, and is the global leader in the e-commerce logistics industry. Our business covers international express delivery, global supply chain, and overseas local services. Through its disruptive solutions and products such as '10-day delivery with 5 dollars' and '5-day global delivery,' Cainiao helps small and medium-sized enterprises engage in cross-border trade. Serving more than 200 countries and regions and apply 'technological genes' to every aspect of logistics operations. It has also established the world's largest digital station network. The position involves laptops preparations for new joiners and existing Cainiao employees as part of lifecycle replacements and hardware issues. The role requires providing comprehensive technical support to Cainiao Corporate employees, traveling between buildings in the local area as required, and looking for innovative process improvements. The candidate will manage the ticket queue, provide escalation support for complex troubleshooting, and assist with technical projects across In-Person Support. The role also includes creating and updating standard operating procedures (SOPs) to improve team knowledge management and providing in-person support for IT-related software and hardware issues.

Responsibilities

• Prepare laptops for new joiners and existing employees as part of lifecycle replacements and hardware issues.
• Provide comprehensive technical support to Cainiao Corporate employees.
• Travel between buildings in the local area as required.
• Look for innovative process improvements and participate in teams to implement change.
• Acquire and maintain current knowledge of relevant IT policies to provide technically accurate solutions.
• Provide escalation support for customers requiring complex advanced troubleshooting.
• Create and update standard operating procedures (SOPs) to improve team knowledge management.
• Manage the ticket queue to provide support with fluctuating case counts of trouble tickets.
• Manage ticket quality by executing ticket auditing across the local area.
• Assist with technical projects across In-Person Support, ensuring deadlines are met.
• Escalate any identified system or network outages impacting several customers.
• Identify and provide training for front-line support to assist in career development.
• Provide in-person support to internal customers for IT-related software and hardware issues.

Requirements

• Preferred: Bachelor's degree.
• Minimum 1 year of working experience.
• English is mandatory.
• Technical IT knowledge, software installation, etc.
• Soft skills: teamwork, sense of priority, time management, problem solving, adaptability, effective communication.