Job Information
RELX INC Technical Support Specialist I in Shanghai, China
Would take you be keen to take ownership of 1st Line Desktop issues? Do you enjoy troubleshooting and resolving customer technical problems quickly?
About the Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).
About the Role:
You will be responsible for IT end-user support and services at the Shanghai office in China. You will join an internal L2 technical team to ensure that hundreds of employees receive efficient and stable IT services, and that SLA and CSAT targets are met. Additionally, you will actively explore the application of new technologies such as AI to enhance the efficiency of technical support and services.
Responsibilities:
- Desktop and Service Operations
Basic Service Delivery: Responsible for providing Helpdesk/Deskside support to all internal colleagues on the 5th and 8th floors of the Shanghai office, ensuring that end-user issues are promptly responded to and resolved.
- Critical Scenario Assurance:
VIP Support: Provide exclusive and efficient IT support to SVPs, Sr. Directors, and other senior executives.
Meetings and Events: Ensure the stable operation of AV/IT equipment and network facilities in meeting rooms, guaranteeing flawless IT support for major meetings and important events.
New Employee Computer Deployment: Use Autopilot to install Windows 11 and configure user settings. Ensure that all new employees receive fully installed and configured laptops on their first day of work without any issues.
Open-minded and Embracing AI: Keep an open mind and do not adhere to traditional operation and maintenance models. Actively learn and evaluate cutting-edge technologies such as AI, and consider and implement how to utilize AI tools to optimize the Helpdesk process, enhance the efficiency of self-service, and improve user satisfaction.
Enhancing User Experience: Establish and maintain a key user network, collect user feedback, and continuously improve service quality.
Requirements:
3-5 years of technical support experience, with experience providing IT support services in a company of several hundred employees, and an understanding of service methods and response strategies in a large-scale user environment.
Proficient in end-user support for the entire Microsoft 365 product line (Teams, Outlook, SharePoint, OneDrive, etc.).
Familiar with Azure AD, Intune, DNS, and DHCP.
Familiar with the operation and maintenance management of terminal devices (Windows/Mac operating systems, mobile devices, printing) and conference room AV/IT facilities. Possessing basic knowledge in computer hardware and networking, capable of independently disassembling, assembling, and maintaining notebook hardware.
Sensitive to new technologies and having unique insights or practical experience in the application of AI tools in the IT service field.
Excellent communication skills, with a strong sense of service and communication ability, maintaining professionalism and patience when dealing with SVPs or ordinary employees.
Strong internal employee user service, accurate and logical problem-solving capabilities.
College degree or above, those with a degree in Computer Science, Computer Information Systems or Computer Engineering are preferred.
Current holders of Microsoft IT certifications are preferred (such as MCSE, MCSA, MCTS).
English proficiency should be at a level that allows for normal communication.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working for you:
"We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
• Medical and Life Insurance: Coverage for Medical and life risk.
• Long-Service Award: Recognition for loyalty and dedication.
• Marriage and New Baby Gifts: Celebratory tokens for special life events.
• Festivals and Birthday Gifts: Spreading joy on occasions that matter.
• Annual Medical Check-up: Prioritizing employee well-being through regular health check-ups.
• Flexible Benefits via CIIC Platform: Personalized benefits accessible through a user-friendly platform.
• Paid Time Off: Annual Leave, Flex Family Care Leave, Birthday Leave, Marriage Leave, Compassionate Leave, Medical and Hospitalization Leave, Examination Leave Gazetted Public Holiday
• Family Care leave (Maternity/Paternity Leave and Adoption Leave)"
About the Business
LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights.
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.