Support Engineer, Mandarin Speaking

This is a fully remote position, open to applicants in China, +4 more countries.

📋 Description

• Oversee Microsoft 365 users, licenses, permissions, mailboxes, distribution lists, Teams, and SharePoint.

• Facilitate onboarding, transfers, and offboarding processes.

• Monitor the health of Microsoft 365 services and resolve issues as they arise.

• Enroll and manage devices across Windows, macOS, iOS, and Android platforms through Intune.

• Implement application deployments, updates, and security policies.

• Oversee device compliance and configuration profiles.

• Provide technical support and consultation to the IT team in China.

• Assist with IT-related matters specific to China, including firewall, ISP, VPN, and connectivity challenges.

• Coordinate technical efforts between the China IT team and international teams.

• Manage and maintain the IT ticketing system.

• Triage, prioritize, assign, and escalate support tickets as necessary.

• Monitor SLA performance and manage ticket queues.

• Maintain workflows, automation, service catalog items, and knowledge base articles.

• Prepare reports detailing ticket volume, first response time (FRT), mean time to resolution (MTTR), backlog, SLA, and customer satisfaction (CSAT).

• Adhere to established escalation protocols and liaise with Network, Security, Server, Application, Vendor, and ISP teams.

• Monitor network connectivity between China and international locations, including VPN, MPLS/SD-WAN, latency, bandwidth, and connectivity issues.

• Diagnose network issues using tools such as ping, traceroute, nslookup, Wireshark, and Site24x7.

• Provide first- and second-level support for hardware, software, network, VPN, and Microsoft Teams-related issues.

• Manage password resets and resolve account lockouts.

• Maintain inventories of IT assets, hardware, and software.

• Create and update standard operating procedures (SOPs), technical documentation, and knowledge base articles.

• Support security initiatives, patch management, compliance, and various IT projects.

⛳️ Requirements

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

• 2–4 years of experience in IT support or IT operations.

• Intermediate to advanced proficiency in Microsoft 365 and Microsoft Intune.

• Familiarity with Windows 10/11 operating systems.

• Basic to intermediate knowledge of macOS, iOS, and Android platforms.

• Experience in using ticketing and service management systems.

• Basic to intermediate skills in network and VPN troubleshooting.

• Proficiency in both written and spoken English and Mandarin Chinese.

• Preferred qualifications: Microsoft 365 Administrator certification; CompTIA A+, Network+, or ITIL Foundation; experience with Entra ID/Azure AD; understanding of China-specific IT/network challenges; familiarity with SD-WAN or MPLS; knowledge of PowerShell, Python, or Bash; experience in cross-regional IT support; understanding of GDPR/data protection requirements.

• Availability to work from 9:00 AM to 6:00 PM with flexibility for UK-China meetings, including occasional early morning or late evening calls.

🏝️ Benefits

• Competitive Salary

• Growth Opportunities

• Collaborative Team