CN IT Support Specialist

About Appen

Appen is a leader in AI enablement for critical tasks such as model improvement, supervision, and evaluation. To do this we leverage our global crowd of over one million skilled contractors, speaking over 180 languages and dialects, representing 130 countries. In addition, we utilize the industry's most advanced AI-assisted data annotation platform to collect and label various types of data like images, text, speech, audio, and video.

Our data is crucial for building and continuously improving the world's most innovative artificial intelligence systems and Appen is already trusted by the world's largest technology companies. Now with the explosion of interest in generative AI, Appen is helping leaders in automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products.

At Appen, we are purpose driven. Our fundamental role in AI is to ensure all models are helpful, honest, and harmless, so we firmly believe in unlocking the power of AI to build a better world. We have a learn-it-all culture that values perspective, growth, and innovation. We are customer-obsessed, action-oriented, and celebrate winning together.

At Appen, we are committed to creating an inclusive and diverse workplace. We are an equal opportunity employer that does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Reporting to the IT Manager China, responsibilities revolve around the effective delivery of remote and on-ground IT Support L1 & L2 to internal customer/users. Daily job routine will include resolving incidents and requests captured via service desk tool and minor administrative and organizational task to assist IT Manager China.

• Provide on-site IT support for local Delivery Center, including hardware, software, network, etc.
• Responsible for managing and maintaining the company's IT assets.
• Windows/Mac/Linux computer deployment, desktop operation and maintenance and application support.
• Manage various IT platforms and servers of the company, such as AD, Azure AD, O365 Admin, VPN, etc.
• Be responsible for network construction and maintenance of all delivery centers in China, such as switch, Firewall, VLAN configuration, VPN construction and maintenance, etc.
• Manage the company's anti-virus software console, and handle various unexpected information security incidents with the Global security team.
• Be responsible for ServiceDesk, solve various requests according to SLA, and upgrade the request or problem to a higher level of IT support as a key user.
• Participate in ISO-27001, ISO27701 and ISO9001 audits of all delivery centers in China, participate in customer external audits, and provide improvement suggestions and technical support for the audit as a key and leading department.
• Participate in the development and implementation of solutions for the project team and client service department.
• Conduct IT induction training and guidance for employees, and regularly organize IT skill training for employees.

• Basic ability in oral and written English;
• General understanding and configuration of LAN & WAN networking principles
• Excellent customer service skills
• Experience with end-user support
• Desktop support skills in Windows and Apple Mac
• Knowledge of Active Directory, O365 and others in user management level
• Basic knowledge of IT asset management
• Have a certain understanding of information security and the ISO27001 system

• Experience working with an IT internal services and global / remote team preferable
• Familiar with ITIL framework
• Familiar with the basic architecture and principles of the network
• Familiar with customer service principles would be highly regarded
• 2 years+ experience in IT support roles
• Experience of ITIL system – desirable
• Experience in IT asset management – desirable
• Tertiary degree in IT – desirable
• IT-related certifications – desirable
• Ability to speak and write Chinese is a plus

Appen is the global leader in data for the AI Lifecycle with more than 25 years’ experience in data sourcing, annotation, and model evaluation. Through our expertise, platform, and global crowd, we enable organizations to launch the world’s most innovative artificial intelligence products with speed and at scale. Appen maintains the industry’s most advanced AI-assisted data annotation platform and boasts a global crowd of more than 1 million contributors worldwide, speaking more than 235 languages. Our products and services make Appen a trusted partner to leaders in technology, automotive, finance, retail, healthcare, and government. Appen has customers and offices globally.