ICT Customer Support Specialist

The ICT Customer Service Support Specialist will provide first-line support to a growing portfolio of IT maintenance services on the ICT Team. This role will be responsible for delivering best in class customer service support within the IT network deployment, maintenance as well as repairing desktops, laptops, applications and network equipment. Troubleshooting will be carried out to resolve any IT incidents and service requests. This role will provide hands‑on technical support for client hardware and software related to Windows, Mac, and Linux systems. The ICT Service Support Specialist will also support networking and local server resources for the client websites. The ideal candidate will use the guidance of the company policy, subject matter experts, and professional experience to be innovative in delivering best in class customer service, support and solutions to our customer base, while providing a positive experience. The role may be required to travel as needed, and candidate will need flexibility in hours worked. Major Tasks & Responsibilities Provide IT service support, primarily to Chinese customers Proactively investigate, diagnose and solve computer and software problems Manage, maintain and troubleshoot Email Server, Office 365, VPN, and file sharing Manage, setup and troubleshoot firewall, VoIP, video conference, and Cloud Conference system Manage and maintain equipment, consumables and other IT Supplies Maintain accurate records and assure documentation is up to date Assist the team on projects as needed Essential Skills, Qualifications and Education Needed Bachelor’s degree in Communication Engineering or Computer Science, and master’s degree preferred. Familiar with standard concepts, practices, and procedures in information technology. Familiar with Cisco, Palo Alto, Sonic firewalls. Experience with laptop/desktop hardware support and repair, networking, and VOIP (Cisco CUCM/CUC/CUE, AVAYA IP office) telephony. Experience working with Microsoft products in an Active Directory and Exchange environment. Experience in desktop imaging and deployment is required. Excellent interpersonal and professional communications skills; verbally, written, face‑to‑face and over the phone with customers and all levels of staff and management. Must be fluent in both Chinese and English to read, write and verbally communicate. CCNP, MCSA preferred, but not required. Other IT Certifications are an asset but not required. Flexible to contribute to activities and schedules that are geographically dispersed varying in time zones, languages and cultural backgrounds. Ability to travel to customer sites in US as needed. China Telecom Americas is an Equal Opportunity Employer and E-Verify Participant #J-18808-Ljbffr China Telecom do Brasil Ltda