Analyst - IT Support

IT Support Specialist

We are seeking a talented individual to join our IT team. This role will be based in Beijing.

We will count on you to:

• Offer support to colleagues through various channels (In-Person, Phone, Chat & Virtual).
• Assist in the setup and configuration of laptops, including basic troubleshooting and maintenance of hardware and software.
• Respond to incidents and requests, escalating issues as needed.
• Communicate proactively with colleagues regarding their support requests.
• Help reconfigure laptops and perform basic tune-up services as required.
• Document all issues according to Standard Operating Procedures (SOP).
• Raise escalations and unresolved issues to senior members of staff.
• Use the Incident Management system to log and track support activities.
• Support proactive initiatives based on data from performance management systems.
• Collaborate with other technical teams to address device and system issues.
• Participate in training sessions to enhance knowledge of MMC applications & systems.
• Assist with assigned projects as needed.
• Occasional weekend / after-hours work for business-critical events or emergencies.
• Adheres to responsibilities such as compulsory training and education as and when required to maintain current knowledge.
• Performs time tracking tasks as required to ensure resources are allocated correctly to business requirements.
• Travel may be required.

What you need to have:

• Proven experience in IT support or a related technical role.
• Strong knowledge of laptop hardware, software installation, and troubleshooting.
• Familiarity with incident management systems and IT service management best practices.
• Excellent communication and interpersonal skills.
• Ability to work effectively both independently and collaboratively within a team.
• Strong organizational skills with attention to detail in documentation and follow-up.
• Willingness to work flexible hours, including occasional weekends or after-hours.
• Ability to adapt to changing priorities and handle multiple tasks simultaneously.
• Basic understanding of network and system operations is a plus.
• Fluent in both oral and written English.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.