Responsibilities:

• Provide first & second line support to Wayfair employees for all IT-related concerns and technologies in our Shanghai office. 
• Respond & resolve tickets and request for assistance from Wayfairians in the Asia region. 
• Successfully manage assigned tickets ensuring proper recording, documentation, and closure
• Diagnose and troubleshoot complex software/hardware issues and provide appropriate solution
• Prioritize and evaluate a variety of technical issues
• Recommend procedure/workflow modifications or improvements
• Create/update knowledge articles as new issues/fixes arise
• Triage, resolve or escalate issues to appropriate teams
• Provide white glove support to Wayfair’s executive team
• Provide knowledge transfer/trainings to tier 1 via written and verbal communication
• Analyze and identify trends in issues 
• Collaborate with vendors across multiple domains (e.g., AV, hardware, collaboration tools) to ensure seamless support and efficient operations within your region.
• Partner closely with internal  IT and Security teams to deliver seamless and secure experiences for both visitors and employees in China.
• Act as the singular point of contact for IT in the region
• Provide perspective and recommendations to management on issues that could affect the site/region

Qualifications/Skills:

• Experience with endpoint management solutions (JAMF, AD, SCCM, Intune)
• Experience with both Mac and Windows OS
• Experience providing desktop support
• Intermediate network troubleshooting experience
• Strong interpersonal and communication skills, both written and verbal, while working with diverse audiences including business users, technical users, developers, etc.
• Seen as a Subject Matter Expert in multiple areas
• Strong time management skills to balance operation work with projects
• Capable of working independently with minimal oversight
• Ability to easily adapt to and learn new technologies
• Strong ability to communicate in English and Mandarin a must. 
• Able to lift 20Kg unassisted
• Able to work a flexible schedule in line with the business needs of the company

“Nice to Haves”:

• Experience with Powershell
• Experience with Ports, Firewalls, DNS, DHCP
• Microsoft Modern Desktop Administrator Associate Certification or equivalent knowledge and experience
• Experience with Terminal (OSX) as well as SSH and Linux
• Strong understanding of Active Directory and group policy. 
• Understand and utilize ITIL processes (Incident, Problem, Change, etc.)

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.