【About Company】 SHL Medical AG, headquartered in Switzerland, is a world-leading solution provider designing, developing, and manufacturing advanced drug delivery systems with over 5,000 employees worldwide. Our customers include top pharmaceutical and biotech companies around the globe that require innovative devices such as auto-injectors or pen injectors to deliver their drugs effectively. 【Job Overview】 In Taiwan, SHL Medical is looking for a Service Desk Engineer as part of the Information Communication Technology Service Desk team. The responsibility of the Service Desk Engineer comprises the management and maintenance of Microsoft Windows client infrastructure. The position cooperates closely with end users, vendors, IT, Security, and business stakeholders. Together with business users and system owners, the Service Desk Engineer plans, proposes, and provisions client technical solutions that meet technical best practices and the company’s business goals. This role requires an energetic and self-motivated individual with excellent communication and organisational skills to work cross-functionally. 【Main Responsibilities】 • Act as the first point of contact for users seeking technical assistance over the ITSM ticketing system, phone or email • Assist users on identifying issues and requests and maintaining the tickets in IT Service Management system within SLAs • Lead troubleshooting and root cause analysis to effectively resolve issues and deliver sustainable solutions in collaboration with technical peers • Monitor client infrastructure health and keep track of their availability, performance, and responsiveness • Support in evaluation and purchasing of IT hardware/software solutions • Perform IT assest management • Work closely together with the Information Security organisation to enhance and improve security setups for client infrastructures • Strong organisational qualities to meet tight deadlines as well as coordinate, prioritise and communicate project status to all applicable parties • Help to grow a healthy, collaborative engineering culture in line with the company values 【Required Skills & Qualifications】 • Bachelor‘s degree, ideally in Computer Science or Information Systems • 1+ Years of IT related experience in the following technologies: o Microsoft Active Directory with Microsoft Azure Active Directory hybrid-join enviornment o Microsoft Windows clients (7, 10, 11) o Mutifunctional printers, office printers and label printers o Meeting room technologies (projector, TV, wireless presentation, AV, VC, room reservation terminal…etc) • Knowledge in Windows client performance analysis, including use of performance monitor or related tools to identify bottlenecks or resource issues • Knowledge of Windows networking technologies and use of diagnostic tools such as WireShark or Network Monitor to identify communication issues • Familiar with command lines or PowerShell scripts in automating operational processes • Computer certifications are a plus; especially Microsoft Windows or Cisco Networking • Good verbal and written communication in both English and Chinese are mandatory • Excellent communicator in a cross-functional team • A high level of autonomy in combination with a results-driven mindset