Sr. Analyst, IT Infrastructure Support

				Overview:

Report to IT Manager, this position will be responsible for assisting with the day-to-day IT support for our
end users globally, such as maintain SLAs and customer service experience, daily deskside support, end user
training and adoption, and helping to deploy new technologies, hardware and solutions. In addition to daily
support tasks, this position will be required to assist with global project support from different time zone.

Responsibilities:

- Responsible for supporting all incident and service requests tickets within defined Service Level
Agreements (SLAs)
- Ensures the consistent delivery of team support services for software, hardware and performance
related incidents and requests, actively managing team performance against established SLAs
- Evaluate issues and identifies root cause problems/solutions.
- Fully understand and leverages Service Now to enable customer friendly support methods - enable
- 24/7 team support around the globe, customer chat support, Associate self-service options,
satisfaction surveys.
- Manages business partner relationships to understand business needs, maintain mutual expectation
- Support the successful execution (on-time and within budget) of IT Infrastructure projects in the region
as a project team manager or member, leading projects and/or helping with project planning an
execution
- Follow and execute internal procedures, ticketing and escalation standards to ensure prompt
resolution to incidents and service requests
- Analyzes performance of desktop support team activities and documented resolutions, identify areas
for improvement, and deliver solutions to enhance quality of service and to prevent future service
delivery quality issues.
- Support Video/Audio Conference and integration of Shure products
- Identifies, recommends, develops and implements programs to advance the knowledge of customers
and team members, including communication, training, and user experience and knowledge
management.
- Travel to other Asia cities will be subject to requirement
- Perform other duties as assigned.

Qualifications:

- Bachelor's degree in Computer Science or related field

- At least 8 years' experience working in a technical infrastructure discipline (i.e. system administration
or desktop support)

- Experience providing IT service delivery and customer support in an Engineering capacity
- Able to exercise judgment within defined procedures and practices to determine appropriate action
Page 2 of 2, Analyst, IT Infrastructure Support
- Broad knowledge of personal computers and peripherals, latest Microsoft Windows and Mac OSX
operating systems, Microsoft Office suites including Office 365 and other common software
packages.
- Mobile device experience including iOS and Android devices
- Voice and data networking (LAN/WAN) services
- Experience supporting video conferencing technologies and working in a corporate Microsoft Active
Directory and Exchange environment
- Strong technical troubleshooting, problem resolution and decision-making skills
- Experience managing and participating in technical infrastructure-related projects
- Structured work style, ability to plan and prioritize workload in a dynamic environment
- Excellent communication and strong English language skills
- Demonstrated knowledge and experience with ITIL framework required.

WHO WE ARE

Shure's mission is to be the most trusted audio brand worldwide - and for nearly a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn't stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

Shure is headquartered in United States. We have more than 35 regional sales offices, engineering hubs, and manufacturing facilities throughout the Americas, EMEA, and Asia.

THE MIX MATTERS

Don't check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you're excited about this role, believe you've got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!

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