Senior Service Desk Specialist, Mandarin

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the main point of contact and technical escalation for both remote teams and onsite engineers.

• Oversee and prioritize service desk ticket queues to ensure SLA compliance and prompt resolution.

• Monitor incidents and service requests, conducting first-line investigations, diagnoses, and appropriate escalations.

• Ensure precise ticket logging, documentation, and closure within the ITSM platform.

• Maintain communication with customers and stakeholders throughout the entire incident lifecycle.

• Provide cross-training, mentoring, and support to junior engineers and onsite technicians.

• Manage and support enterprise endpoint management platforms in Windows and macOS environments.

• Administer and uphold desktop and server endpoint technologies.

• Oversee software deployment, operating system updates, browser management, and patching across a multi-platform estate.

• Ensure compliance with asset lifecycle management and software licensing.

• Monitor endpoint health, performance, and security posture.

• Identify opportunities to enhance infrastructure performance, reliability, and user experience.

• Foster strong working relationships with internal stakeholders and external clients.

⛳️ Requirements

• Extensive experience in managing enterprise endpoint environments.

• Strong expertise with endpoint management platforms such as Microsoft Intune, Microsoft SCCM (Configuration Manager), Jamf, and Workspace ONE / Omnissa SMP (or equivalent tools).

• Experience with endpoint security solutions, including Microsoft Defender, Sophos, McAfee, Ivanti, Tenable, and Patch My PC.

• Strong PowerShell scripting and automation skills.

• Administration experience in Microsoft Entra ID, Active Directory, Group Policy, and Microsoft 365.

• Proficiency in Windows and macOS administration.

• Experience in browser management (Edge, Chrome, Firefox).

• Knowledge of patch management within enterprise environments.

• Experience in asset lifecycle and software licensing management.

• Familiarity with ITSM platforms and incident management processes.

• Experience with Power BI reporting.

• Solid understanding of ITIL service management principles.

• Experience in coordinating technical teams or service operations.

• Strong customer service and client relationship management abilities.

• Capability to analyze complex technical issues and drive them to resolution.

• Comfortable working in fast-paced operational settings with multiple priorities.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

• Relevant Microsoft, ITIL, or endpoint management certifications are a plus.

• Mandatory: Fluent in English (both written and spoken).

• Fluent in Mandarin Chinese (both written and spoken).

🏝️ Benefits

• Competitive salary package, share plan, company performance bonuses, value-based recognition awards, and referral bonuses.

• Career coaching, global career opportunities, non-linear career paths, and internal development programs for management and technical leadership.

• Engagement in complex projects, rotations, internal tech communities, training, certifications, coaching, subscriptions to online learning platforms, pass-it-on sessions, workshops, and conferences.

• Hybrid work arrangements and flexible working hours, along with an employee assistance program.

• Access to a global internal wellbeing program and wellbeing apps.

• Opportunities to participate in global internal tech communities, hobby clubs, interest groups, as well as inclusion and diversity programs, events, and celebrations.