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Desktop Support Technician in Shanghai at PayPal

Date Posted: 5/22/2020

Job Snapshot

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Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

This role is to support service requests and to provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PCs, terminals, printers and scanners) to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required

Primary Job Responsibilities

•    80% effort to support Shanghai users, 20% effort to support remote users(Beijing, Hongkong and Taipei)
•    Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment 
•    Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment 
•    Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator
•    Provide user data and application recovery
•    Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels 
•    Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software 
•    Use tools and methodologies to load, copy and customize operating system configurations for deployment 
•    Responsible for tracking hardware and software inventory 
•    Familiarize end users on basic software, hardware and peripheral device operation 
•    Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support group 
•    Work with vendor support contacts to resolve technical issues within the desktop environment 
•    Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible 
•    Arranges for and/or prepares equipment for shipping/receiving 
•    Maintains I.T. records and tracking for area of responsibility
•    Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas 
•    Maintain adequate knowledge of operating systems and application software used to provide a high level of support 
•    Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures 
•    Responsible for monitoring, operating, managing, troubleshooting and restoring to service any desktop or laptop that has authorized access to the network 

Job Requirements
(Knowledge, skills, abilities, experience required to perform job)
•    Deliver the highest level of service, efficiency and response possible
•    Work with other IT groups to resolve issues as needed
•    Work as a team tirelessly to achieve IT goals
•    Resolve issues that occur outside of normal business hours when needed or on call
•    Must have good communication skills, both verbal & written, in order to communicate effectively as needed
•    Knowledgeable with current Microsoft operating system, office suite and basic corporate applications
•    Maintain individual queue within Remedy; resolving an appropriate number of tickets within the required SLA


•    Around 2 - 4 years of IT work experience 
•    Bachelor’s degree in Information Technology or equivalent
•    Industry certifications, this can include MCP, MCSE/MCITP etc.
•    Proficiency in Apple hardware and IOS
•    Working technical knowledge of current protocols, operating systems and standards. 
•    Ability to operate tools, components and peripheral accessories. 
•    Software and Hardware Troubleshooting 
•    Be proficient in supporting Microsoft Windows 7, Windows 2003/2008, Advanced support of Microsoft Office Suites
•    Working knowledge of Microsoft AD and remote control tools 
•    Basic knowledge in networking, LAN / WAN technologies 
•    Self-confidence and interpersonal skills 
•    Analytical and problem solving skills 
•    Strong listening skills 
•    Able to operate effectively in a team environment with both technical and non-technical team members 
•    Able to maintain professional demeanor under stress 
•    Able to operate within standard operating procedures 

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at