IT Support with Mandarin speaking (24 hours per week)

About the job IT support (Part-time)

We are seeking an enthusiastic and dedicated IT Support to join our team at GenScript Biotech European Site in Rijswijk, Netherlands. As an IT support, you will be responsible for providing efficient and effective IT support to our Europe users, ensuring their technology needs are met and their productivity is maintained.

Location: Rijswijk, South Holland, Netherlands
Hours: Part-time (24 hours per week)

What You'll Be Doing

• Acts as the key liaison between IT teams and end users. Receives service requests, categorizes them, and resolves or routes them efficiently - either by applying knowledge base solutions or coordinating the right support resources - ensuring users don’t need to search for help themselves.
• Incident Handling: Accept, resolve, and escalate incidents via live chat/email, following standard procedures and knowledge base guidance.
• Event Monitoring: Regularly track unresolved faults, assess impact, report high-priority or widespread issues to leadership, and support second-line teams in resolution and follow-up.
• SLA Compliance: Process incident tickets within SLA, understand ITIL priority rules, and follow escalation procedures for critical IT outages.
• Vendor Management: Manage IT service providers to ensure continuity for NL and EU sites.
• Data Center Support: Respond to server room incidents, assist with maintenance/expansion, and participate in routine inspections.
• Meeting Support: Provide technical support, especially for online meetings and virtual events, ensuring smooth operation and user engagement.
• IT Asset Management:
• Oversee the full lifecycle of IT assets (hardware/software) at the Netherlands' site - procurement, acceptance, inventory, maintenance, changes, and disposal.
• Conduct regular audits to align physical inventory with records.
• Provision and configure new devices (e.g., MDT-based laptop setup) per IT security standards.
• Guide employees on proper device usage and policy compliance.
• Continuously improve asset management workflows to meet local needs.

What You’ll Bring

• Bachelor’s Degree or equivalent in relevant IT or computer engineering majors
• Have good knowledge of desktop office management software/service support (office2021, Microsoft 365, Mail system).
• Ability to independently handle complex office software type issues such as excel file is loading extremely slow or outlook not working, rather than simply uninstalling and reinstalling.
• Proficient in computer hardware, can quickly locate faults, with computer hardware and software troubleshooting ideas and judgment skills (such as: desktop support, troubleshooting, virus protection, etc.).
• Understanding of network architecture and common network access failure problem analysis and judgment.
• Understanding of printer hardware related problem solutions.
• Understanding of IP phone configuration and troubleshooting.
• Familiar with the installation and configuration of windows series operating systems and be able to handle windows system failures independently.
• Understand Active Directory related knowledge and be familiar with shared file services.
• IT asset management experience (computer delivery, asset inventory, requirement clarification, etc.).
• Experience related to server racking and wiring is preferred.
• Cheerful personality, good communication skills and affinity, serious and careful work attitude, able to independently judge problems and propose corresponding solutions.
• Fluency in English and Mandarin is required as the role requires close collaboration with our team in China.

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