Senior Support Analyst
Beijing, China

Job Reference: BCX-TEC-09169

Location: Beijing, China

Closing Date: 23/01/2020

Department: Technology

Division: Taylor & Francis

We are currently hiring a Senior Support Analyst to join our global technology team. You will be responsible for providing support services and functions and be expected to resolve calls and requests in accordance with defined Service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests. It will also be necessary to provide technical advice and expertise in relation to desktop hardware and software, serve as an escalation point for advanced technical issues, provide quick break fix solutions to customer queries and escalate those to the appropriate expert team within a defined time period ensuring information gathering is complete.

What you’ll be doing:

  • Acting as an escalation point for level 1 analysts
  • Provide technical support to Windows & Mac workstations and related software
  • Working with Active Directory, Exchange, Office 365, VMWare, and PowerShell
  • Provide remote user support 
  • Installing new software releases, system upgrades, patches and resolves hardware and software related problems in a Windows or Macintosh environment
  • Providing resolution for escalated service tickets
  • Evaluating existing systems and/or user needs to analyze, design, recommend, and implement system changes
  • Developing and maintaining all systems, applications, security, and network configuration
  • Troubleshooting network performance
  • Recommending upgrades, patches, and new applications and equipment
  • Maintaining a log of completed work using an incident-tracking application
  • Creating user documentation/FAQs and 1st line technical knowledge bases
  • Training and guiding users on basic functions like sending and receiving email, connecting to remote resources, saving and retrieving files from the network
  • Performing and monitoring nightly backups of servers
  • Performing server software updates/ deployments/ maintenance
  • Assisting IT Infrastructure team with team projects, server upgrades, and software deployments
  • Providing support to company VIP's where required
  • Training first line analysts in new systems or processes
  • Proactively resolving issues where possible before they occur and follow up on any recurring problems to find a permanent fix
  • Improving existing processes where possible
  • Being reliable and trustworthy to not just get things done, but to exceed expectations

What we’re looking for:

  • 3-5 years of related experience
  • Certifications: MCSA, ITIL Fondation, VCP, Network + highly desired
  • Advanced knowledge of computer and server hardware (Windows, Mac, Linux)
  • Advanced knowledge of VPN and remote connection tools
  • Experience using SCCM and imaging tools
  • Experience using scripting tools, PowerShell, and software deployments
  • Experience with ticketing software such as ServiceNow
  • Familiarity with MAC OSX and IOS
  • Experience supporting iPhones, iPads and Android phones
  • Solid knowledge of Active Directory, Exchange, O365, VMWare, PowerShell, OneDrive and SharePoint
  • Good written and verbal communication skills (English) – especially with non-technical customers
  • Strong familiarity with Microsoft O365, SharePoint, Azure, MS Teams, VMWare
  • Experience using Amazon web services and VMWare desired
  • Familiarity with Citrix and AWS
  • Able to perform physical work such as lifting/moving monitors and workstations

What we offer in return:

  • Competitive salary 
  • 20 days annual leave
  • 4 volunteering days annually
  • Day off for your birthday
  • Seasonal social and charitable events
  • Training and development

Additional Information:

  • You must have the right to work and live in the China
  • This role is based in Beijing China

We would like to thank all applicants in advance and regret that only shortlisted candidates will be notified.

Taylor & Francis Group an Informa Business

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realise their individual potential.

To find out more about our business and the great career opportunities please go to our Careers Site:

Informa is committed to equal employment opportunity for all employees and applicants for employment without regard to age, colour, creed, disability status, gender, national origin, race, religion, sexual orientation or veteran status, or any other legally protected status.


This position is now closed. We are no longer accepting applications for this position.