Job description
Role Overview
IT Support EngineerโPart Time position at Trip.com Group Limited, based in Dubai, UAE. This is a Contract/Third Party Associate role reporting to the Desktop Support Manager in Shanghai.
Company Overview
Trip.com Group Limited (Nasdaq: TCOM) is a leading one-stop travel service provider, comprising Trip.com, Ctrip, Skyscanner, and Qunar. The company enables local partners and travelers worldwide to make informed and cost-effective bookings for travel products and services through aggregation of comprehensive travel-related information and resources, and an advanced transaction platform that includes mobile apps, internet websites, and 24/7 customer service centers. Founded in 1999 and listed on Nasdaq in 2003, Trip.com Group is one of the largest travel companies globally in terms of gross merchandise value.
Role Purpose
You will be the primary contact for all technical and IT-related queries for onsite systems. You will maintain high standards of customer service while implementing best practice IT solutions, providing remote IT support to employees based in the Middle East, and collaborating with the Shanghai headquarters team.
Key Responsibilities
Operations & Maintenance
- Maintain the normal operation of the company's internal clients.
- Ensure the normal operation of Trip.com internal clients.
- Handle hardware malfunctions, including client devices, network, telephone lines, printers, and related equipment.
- Maintain and support internal client application systems.
- Maintain IT assets inventory.
- Manage cabling within the site and liaise with external suppliers as needed.
Support & Service Delivery
- Respond to client requests and requirements promptly.
- Distribute, install, and troubleshoot client batch software.
- Provide remote IT service to employees based in the Middle East while based in Dubai.
- Deliver high-volume, fast-paced desktop support.
Infrastructure & Security
- Set up, control, and maintain security systems, computer room distribution, room air conditioning, computer room, and environmental monitoring.
- Perform basic network troubleshooting.
- Maintain configuration management and routine maintenance of Active Directory, mainstream Windows and Mac systems, and mobile systems.
Project Support
- Assist with ad hoc assigned projects.
Qualifications & Experience
- Degree at HNC/HND/Ordinary/Bachelor's level in a computer-related discipline or equivalent experience.
- Solid experience in providing high-volume, fast-paced desktop support.
- Previous experience in sourcing and managing external suppliers.
- Solid IT service process experience and familiarity with ITSM systems.
Skills & Competencies
- Basic network troubleshooting knowledge; CCNA certification is a bonus.
- Familiarity with security systems, computer room distribution, room air conditioning, computer room, and environmental monitoring, with a willingness to learn new technologies in these areas.
- Proficient in Microsoft Office software (Word, Excel, PowerPoint, Project, Visio, etc.).
- Knowledge of configuration management and routine maintenance of Active Directory, mainstream Windows and Mac systems, and mobile systems.
- Strong communication skills and a proactive approach to interacting with others.
- Passion for new technologies and a demonstrable enthusiasm for staying up-to-date with the latest trends and solutions.
- Mandarin language capability is an advantage due to communication with Shanghai HQ.
Additional Information
- Contract type: Part Time, working 2-3 days per week on dedicated days.
- Location: Dubai, UAE with remote support responsibilities for employees based in the Middle East.
- This role is suitable for someone looking to progress from desktop support.