Bilingual IT Operations & Systems Support Specialist

Overview: The IT Operations & Systems Support Specialist is responsible for supporting day-to-day IT operations and enterprise business systems. This role focuses on core IT operations and end-user support, including IT infrastructure, devices, user accounts, and security administration, while also supporting enterprise systems, primarily SAP and EDI operations. This position works closely with Operations, Supply Chain, Finance, HQ IT, and external vendors to ensure stable IT services, reliable system performance, and accurate business data flow. Key Responsibilities: 1. Help Desk & End User Support Provide Level 1–2 IT support for internal users, including desktops, laptops, printers, scanners, mobile devices, VOIP phone, meeting reservation device and peripherals Serve as the primary point of contact for IT Help Desk support and manage IT service tickets related to hardware, software, network access, VPN, and user accounts Diagnose and troubleshoot Windows OS, Microsoft 365, VPN connectivity, common business applications, and third-party system/applications Support employee onboarding and offboarding, including laptop setup and replacement, data backup, and system access setup or removal Maintain standard laptop recommendations, coordinate hardware (such as laptops, servers, VOIP phone, etc) scrapping, recycling, and disposal. Coordinate with vendors for hardware procurement, warranty services, and repair support Diagnose and resolve hardware and software issues, including disk management, system upgrades, patching, security updates, system activation, reinstallation, and data recovery. Support account administration, MFA implementation, and Azure AD access management Maintain software licensing compliance and manage version control. Assist with IT security operations, including access reviews, incident response support, MFA implementation, Azure AD domain management, and preparation for ISO 27001 audits, training, and drills, etc. 2. SAP & Enterprise System Support Provide Tier 1 operational support for SAP users, including access issues, basic transaction errors, and system troubleshooting Support SAP daily operations across Supply Chain, Logistics, Finance, and Service functions Coordinate with HQ IT, regional SAP consultants, and external consultants for issue resolution and system enhancements. Assist with system testing, validation, and documentation related to SAP configuration changes, upgrades, or functional updates. 3. EDI Operations & Monitoring Monitor and troubleshoot EDI transactions (e.g., 940, 943, 945, 810, 856) to ensure accurate and timely data exchange. Resolve EDI transmission and data issues in coordination with internal teams, customers, and third-party EDI providers. Support daily EDI exception handling to ensure operational continuity and data accuracy Maintain documentation for EDI workflows, standard operating procedures, and common issue resolutions Qualifications Bachelor’s degree in Computer Science, Information Systems, or a related field. 1+ years of experience in IT Support, Help Desk, or Systems Support roles Hands-on experience supporting Windows environments and Microsoft 365 Basic understanding of ERP systems (SAP preferred) and EDI operations Strong troubleshooting skills with a customer-service mindset Speak and write both English and Chinese (Mandarin) Ability to work cross-functionally with Operations, Supply Chain, Finance, and external partners Strong communication, documentation, and organizational skills Key Skills & Competencies IT Operations & End-User Support Hardware & Software Asset Management SAP / ERP User Support EDI Operations & Troubleshooting Access Management & IT Security Support Problem Solving & Root Cause Analysis Cross-Functional Communication Process Documentation & SOP Development Hisense USA is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, or genetic information. We comply with all applicable laws regarding equal employment opportunity and affirmatively seek to recruit, develop, and promote qualified individuals from diverse backgrounds. Our company is committed to providing a work environment that is free from discrimination, harassment, and retaliation. We encourage applicants of all ages, races, ethnicities, religions, genders, sexual orientations, and abilities to apply for employment with our company.