Senior Critical Facility Engineer handling infrastructure operations and maintenance for data center clients. Leading a team to ensure 100% uptime and operational excellence in critical facility environments.
About the role
- Service Desk Engineer providing platform support and quality assurance. Coordinating technical assistance and managing China specific product subscriptions in Shanghai.
Responsibilities
- Act as the escalation point for more complex user or platform issues, coordinating with technical teams when needed
- Follow up on tickets to ensure timely resolution and customer satisfaction
- Monitor and follow up on incidents to ensure timely resolution and a positive user experience
- Identify recurring issues and collaborate with technical teams to define structural improvements
- Contribute to optimizing service processes, documentation, and user guidance materials
- Review service desk performance and identify opportunities to improve efficiency and service quality.
- Learns about the testing methodologies used in the wider organization
- Create test plans and test data for simple work items
- Execute test cases independently
- Document findings and share feedback with relevant teams to help ensure platform reliability and quality
- Create, configure, and manage China specific product subscriptions and accounts
- Serve as the local point of contact for processes requiring Chinese IDs or local platform credentials
- Ensure compliance with Chinese regulations and local data residency requirements
- Support administrative and compliance-related tasks for the Chinese market (e.g. vendor onboarding, platform access, local documentation)
- Good understanding of scrum as an agile framework for web development, including all scrum events & artifacts
- Learns from peers and mentors but challenges them as well
Requirements
- Proficient in English, both written and spoken
- You are familiar with scrum & other agile practices
- You are familiar with online market research methods & tools
- Basic knowledge of web technologies (HTML, CSS) and SQL is a plus
- You have an eye for detail
- You are a technical person; you like to dig into technical challenges independently
- You’re an excellent, proactive communicator
- You're a team player
- You are a true problem solver
- You can empathize with a wide variety of end users
- You are dedicated to provide a great customer experience
- You’re a fast & eager learner
- Helping colleagues and clients who experience platform issues makes you happy
- Degree in IT or relevant experience
- ITIL Foundation or other IT Service Management (ITSM) certifications (optional)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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