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Service Desk Engineer

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Human8

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Location:
China , Shanghai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Platform Support acts as the first point of contact for all questions or issues related to our internal platforms and tools. This role focuses on ensuring the smooth day-to-day operation of these systems by coordinating support, guiding users, and escalating technical problems to the appropriate teams when needed.

Job Responsibility:

  • Act as the escalation point for more complex user or platform issues, coordinating with technical teams when needed
  • Follow up on tickets to ensure timely resolution and customer satisfaction
  • Monitor and follow up on incidents to ensure timely resolution and a positive user experience
  • Identify recurring issues and collaborate with technical teams to define structural improvements
  • Contribute to optimizing service processes, documentation, and user guidance materials
  • Review service desk performance and identify opportunities to improve efficiency and service quality
  • Create test plans and test data for simple work items
  • Execute test cases independently
  • Document findings and share feedback with relevant teams to help ensure platform reliability and quality
  • Create, configure, and manage China specific product subscriptions and accounts
  • Serve as the local point of contact for processes requiring Chinese IDs or local platform credentials
  • Ensure compliance with Chinese regulations and local data residency requirements
  • Support administrative and compliance-related tasks for the Chinese market (e.g. vendor onboarding, platform access, local documentation)

Requirements:

  • Proficient in English, both written and spoken
  • You are familiar with scrum & other agile practices
  • You are familiar with online market research methods & tools
  • Basic knowledge of web technologies (HTML, CSS) and SQL is a plus
  • You have an eye for detail
  • You are a technical person
  • you like to dig into technical challenges independently
  • You’re an excellent, proactive communicator
  • You're a team player
  • You are a true problem solver
  • You can empathize with a wide variety of end users
  • You are dedicated to provide a great customer experience
  • You’re a fast & eager learner
  • Helping colleagues and clients who experience platform issues makes you happy
  • Degree in IT or relevant experience
  • ITIL Foundation or other IT Service Management (ITSM) certifications (optional)

Nice to have:

  • Basic knowledge of web technologies (HTML, CSS) and SQL is a plus
  • ITIL Foundation or other IT Service Management (ITSM) certifications (optional)

Additional Information:

Job Posted:
January 06, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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