Service Desk Technician – Bilingual Mandarin/English

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

📋 Description

• Facilitate initial communication, documentation, and triage for customer incidents reported to the Managed Services NOC.

• Assist in fulfilling end-user service requests.

• Address and resolve customer issues using technological tools, established procedures, and training.

• Record incident troubleshooting and service request fulfillment in ServiceNow.

• Elevate issues in accordance with escalation protocols.

• Interact with customers, hardware/software vendors, and other support tiers within Logicalis.

• Generate technical and process documentation for troubleshooting as needed.

• Adhere to ITIL principles regarding incident, problem, and change management.

• Stay informed about core service offerings and Service Level Agreements.

• Advocate for Logicalis's mission and organizational values.

• Keep current with relevant laws, regulations, policies, and procedures.

• Support and conduct oneself in alignment with customer service expectations.

⛳️ Requirements

• Proficient in both Mandarin and English.

• Availability to work Sunday–Thursday, from 9 PM to 6 AM EST.

• Associate degree in a related discipline, or an equivalent combination of education and experience.

• At least 1 year of experience in troubleshooting and/or configuring IT Service Desk functions.

• Familiarity with Windows operating systems and Microsoft Office applications.

• Basic understanding of networking concepts.

• Experience with supporting Windows XP, Windows 7, Windows Server 2003, and 2008.

• Knowledge in VPN connectivity, backup solutions, and networking.

• Proficient with ServiceNow or similar ticketing system tools.

• Experience with Nimsoft or other IT monitoring system tools.

• Competent in the use of Microsoft products and operating systems.

• Relevant current certifications, such as Microsoft, Cisco, CompTIA A+, or CompTIA Network+.

• Strong troubleshooting abilities and proactive initiative.

• Client service-oriented with excellent interpersonal skills.

• Strong oral, written, and email communication capabilities.

• Ability to multitask effectively.

• Capacity to work independently with minimal oversight.

• Ability to collaborate effectively with team members and across departments.

• Capability to meet the specified physical demands, including sitting, standing, moving, climbing steps, balancing, stooping, kneeling, crouching, crawling, and occasionally lifting up to 10 pounds.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career growth.

• Flexible work environment with a focus on work-life balance.

• Access to cutting-edge technology and tools.