Job Summary
The Service Engineer has primary responsibility to deliver end user services to Elementis’ employees globally, enabling them to effectively operate on a day-to-day basis
Job Description
The Service Delivery Engineer will be responsible for the end-to-end management of computer deployment using automated tools like Microsoft Autopilot, giving basic training to users, handling ServiceNow service requests, performing basic Active Directory (AD) administration, and providing exceptional service delivery support to internal clients. It must possess strong communication skills in English and Chinese, technical expertise with hands-on activity experience in EUC system deployment, and experience working with IT service management tools like ServiceNow.
VP IT, Data, Digital
Applications Director
Applications Manager
Operations Senior Manager
Senior Infrastructure Specialist
Infra & Service Engineer
Service Delivery Specialist
IT Manager x 2
Service Manager
Service Engineer
Security Manager
Programme Manager
Business Analyst
1. Service delivery
· Ensure deliver of a robust service, in a global service organisation mindset that can work flexibly and prioritise tickets on a global basis as opposed to a local focus. This will facilitate a better service for the business, ensuring issue resolution can continue after the end of the working day.
· Responsible for resolution of issues across the IT service spectrum, ensuring proper diagnostics, escalation and partnering with functions to ensure their users have the technology required to function effectively.
· Perform root cause analysis of recurring issues and recommend permanent solutions.
· Share service insights with both the Senior Service Specialist and Infrastructure Specialist to help improve the service across the business, particularly with a view on replacing ageing equipment that may need inclusion in the budget process.
· You identify and ensure that issues are resolved that may affect the delivery or quality of service, such as troubleshooting, support, maintenance, or security incidents.
· Collaborating with the service provider, when applicable, to continuously improve the quality of the services being delivered.
2. Best practice
· Keep up to date with the latest service delivery trends, developments, and best practices.
· Maintain logs, documentation, and reports of activity (bugs, repairs, upgrades and other changes).
· Closely collaborate with security on issues, regulatory requirements, and incidents
What will it take
Job Competencies
1. Optimizes work processes: Knows the most effective and efficient workflow for getting things done is key to making the most of tight resources; with a focus on continuous improvement.
2. Clear, concise, and effective communication with users, stakeholders, and internal teams, both written and verbal. English proficiency is mandatory.
3. Strong troubleshooting and analytical abilities to identify issues quickly and accurately and provide effective solutions.
Position Requirements
1. Education: Computer science, Information Systems or similar degree or professional qualification would be an advantage.
2. 3+ Years of hands-on experience with Service Delivery and the tools required to effectively manage it.
3. Member of infrastructure project teams
4. Language Skills: Verbal and written fluency in English and Chinese.
5. Working arrangements: The role is based at the China Hub.
6. Traveling required: Occasional travel to other Elementis sites as required.
