IT Support Specialist

Role Focus: Provide day-to-day IT operational support for enterprise identity management and e-commerce platforms, ensuring system stability, business continuity, and exceptional service delivery. Leverage AI-powered tools, automation, and IT service management best practices to improve operational efficiency, accelerate issue resolution, and support business-critical operations.

Job Summary: We are looking for a detail-oriented and responsible IT Operations Support Specialist who has a solid technical foundation and is willing to leverage AI tools and automation to optimize support processes. This role acts as the primary technical contact for internal business teams (Customer Service, Logistics, Marketing, etc.), handling incidents through Jira, email, and Microsoft Teams, while using AI-assisted analysis and automation to ensure fast, accurate, and well-documented issue resolution.

Key Responsibilities

1. Daily IT Operations Support

• Receive and manage support requests via Jira, email, and Microsoft Teams with complete and accurate ticket documentation;
• Independently resolve over 80% of common issues; escalate complex issues according to ITSM processes and track them end to end;
• Use historical cases and AI-assisted tools to accelerate issue diagnosis and resolution.

2. AI Tool Adoption

• Utilize AI tools (e.g. Copilot-style assistants, intelligent search or text analysis tools) to: 

• Support root cause analysis and troubleshooting;

• Generate or improve incident reports, user communications, and technical documentation;

• Enhance knowledge search, summarization, and bilingual communication efficiency;

• Explore responsible and compliant use of AI in operational support scenarios.

3. Automation & Workflow Optimization

• Use or help design automation, low-code, or no-code workflows for: 

• Ticket classification and information consolidation;

• Reducing repetitive operational tasks;

• Automated data collection and basic operational reporting;

• Continuously improve Jira, Confluence, and collaboration workflows through standardized templates and processes.

4. Enterprise Platform & Digital Commerce Support

• Proactively assess system risks before major events such as promotions or product launches;
• Reduce incident rates during peak periods through historical analysis and preventive actions.