IT Operation Specialist
Location: Taiwan
Time: 3 am -11 am TW (12pm - 8pm PST / 11am-7pm PDT)
Job Responsibilities
End-User Support & Service Desk (Setup new hires and educate new users on IT processes)
- Provide Level 1/2 technical support via email, and chat, ensuring SLA compliance and timely resolution.
- Diagnose and resolve hardware and software issues for both PC and Mac users, on-site and remotely.
- Administer and maintain Google Workspace environments, including user lifecycle management, security policy enforcement, group administration, endpoint management, MFA configuration, and access control governance.
- Manage device enrollment and configuration
- Support SaaS applications, printers, and peripheral devices across the facility.
- Assist other IT staff with operational procedures and escalated troubleshooting.
Hardware & Equipment Management
- Configure, stage, and deploy workstations (desktops, laptops, mobile devices) for new hires and hardware refreshes.
- Diagnose and resolve hardware failures; replace components including batteries, power adapters, storage drives, and cables.
- Address OS-level issues such as slow performance, boot failures, and update management on Windows and macOS.
- Maintain accurate inventory of hardware assets and consumable parts; perform regular audits.
- Coordinate logistics for equipment deliveries, returns, and warranty/RMA claims.
Network & Application Support
- Troubleshoot wired and wireless network connectivity issues; verify physical connectivity and resolve localized outages.
- Install, test, and document network cabling and layouts with proper labelling and organization.
System Maintenance & Security
- Maintain, patch, and monitor user environments to support stability and security.
- Monitor security alerts and report potential threats such as phishing attempts or unusual account activity.
- Assist with endpoint quarantining and ensure compliance with security policies.
- Educate users on security best practices and perform regular compliance checks.
Documentation & Training
- Build and maintain SOPs, how-to guides, and knowledge base articles to support team knowledge sharing.
- Create user-friendly training materials to enhance employee self-sufficiency.
- Document problem resolution steps, known issues, and incident reports.
- Provide training to staff on new hardware and software as required.
