Help Desk Support Lead

Shenzhen, CN

Job Description / Skills Required

About GoPro
GoPro, Inc. is transforming the way people capture and share their lives. What began as an idea to help athletes self-document themselves engaged in sport, GoPro has become a mobile storytelling solution that helps the world share itself through immersive content.
 
GoPro offers a fun and fast-paced work environment with passionate and motivated people who have a drive to learn, innovate and succeed.
 
Position
 
GoPro is seeking a top tier candidate for the Help Desk Support Lead role. The Help Desk Support Lead is responsible for providing responsive and high quality technical support by working directly with end-users in person, over the phone or through email/ticketing system to gather information, evaluate options, and resolve technical problems with computer hardware and software. Works with purchasing department and other IT team members to ensure consumables are in stock at all times. Works closely with IT Management to ensure conformance to defined standards and principles in an environment comprised of a mix of Mac and PC-based systems. 
 
What You Will Do
Provide exceptional service to Mac and PC users achieving service level objectives for responding to and resolving requests 
Install and configure Mac and PC hardware and software and peripherals 
Install and configure telephony devices such as phones and video conferencing equipment 
Complete Mac and PC hardware maintenance and basic repairs 
Resolve Mac and PC hardware and software problems 
Build and maintain user accounts in the GoPro portfolio of applications 
Initiate improvements to raise the quality and efficiency of service to end users
Assist with documenting processes and procedures 
Track software licenses to assure GoPro's complete compliance with software license requirements 
Escalate problems to next level of support when necessary 
Relay root cause findings to other IT members when appropriate 
Assist with special projects 
 
Skills We’re Stoked About
10+ years of relative work experience
Expert in PC and handheld operating systems hardware and software (Windows and Mac) 
Excellent oral and written communication skills 
Experience supporting computers in a networked environment 
Functional knowledge of wiring/cabling standards for telecommunications equipment
Functional knowledge of Microsoft Office products 
Functional knowledge of Adobe products 
Basic understanding of networking topologies and protocols 
Able to manage and negotiate with vendor 
Self-directed, able to work with minimal supervision 
Ability to manage and prioritize tasks 
Good problem solving skills 
Excellent language skills in both English and Mandarin
Available for on-call support 
 
Preferred: 
MCSE or similar education 
Experience with video conferencing and/or AV systems 
Deep knowledge of one or more operating systems
Experience with media production
 
GoPro is an Equal Opportunity Employer.

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