Office Onsite Assistant Engineer

We are people who want to make a difference.

Everything we do starts with people. It’s what makes us different from all other car companies. If you share our belief in the power of people and our passion for human-centric innovation, you will thrive together with brilliant, like-minded colleagues who are committed to making a true difference?

Summary of this role

The Office Onsite Specialists role at Volvo Cars Shanghai is to build strong relationships with Local business stakeholders, key VIP users, and the APAC and Global Digital Core team. They will also coordinate IT service delivery with 2nd & 3rd level resolver groups/owners and ensure they meet the service level agreements. The Office Onsite Specialists will work across multiple domains in the Digital Core organization and deliver operations and services in a timely and well executed manner.

What you will do?

• Coordinate with the support teams (Local, APAC & Global Digital Core team) to achieve exceptional performance on service level agreements (SLA) for tickets and customer satisfaction measurements.

• Report, escalate, coordinate and follow incidents & requests through on resolutions.

• Partner with Local, APAC & Global Digital Core team leaders, product owners, and subject matter experts to deliver optimized and unified solutions in China market.

• Establish and maintain strong working relationships with internal customers as well as Local, Reginal/Global stakeholders.

• Oversight of the ITSM service processes for Strategy, Design, Transition, Operation, and Continual Improvement.

• Supporting devices of the following types delivered by the purchaser’s organization: - Computers

- Printers

- Peripherals

- Monitors

- Mobile devices including subscriptions

- Wearable Technology (such as: GPS, smart watches)

- Conference room’s digital equipment

• Best effort support to be provided for global/local applications and to maintain global/local applications per corporate guidelines.

Do you fit the profile?

• Degree in IT Management, Computer Science, or relevant experience. Advanced degree and certifications a plus.

• Minimum of  3 years of IT operations or administrative experience.

• Certified ITIL Foundations or higher that acts as the ITIL SME for IT operations.

• Experienced in End User Compute management and strategy.

• Hardware selections/solutions, purchasing, deployment, maintenance, and troubleshooting.

• Experienced knowledge of Windows 10, Microsoft 365, Active Directory, Azure AD and Windows Server configuration.

• Experienced knowledge of MS SQL database.

• Experienced knowledge of Network includes but not limited to Cisco switch, router as well as Fortinet firewall.

 • Experienced ITSM platform (ServiceNow) as an administration/power user role.

• Understand complex processes, operationalize process via technology and automations.

• Customer service focus, ability to express empathy, conflict management, and the relentless pursuit of improving service operations.

• Navigate a workday that includes planned operations, projects, unplanned work/escalations, and strategy.

• Measure ticket and survey performance against contractual and functional SLAs.

• Ability to work in an IT organization that leverages multiple managed service providers, contractors, and employees.

• Must be a team player and focused on customer experience.

• Ability to effectively prioritize and execute tasks in a fast-paced environment.

• Strong written and verbal communication skills with ability to present ideas in business-friendly and user-friendly language with both Mandarin/English.

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.