Support Engineer, Mandarin Speaking

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

📋 Description

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

• Facilitate processes for new hires, role changes, and departures.

• Monitor the health of Microsoft 365 services and resolve any issues that arise.

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

• Deploy applications, updates, and security policies effectively.

• Manage device compliance and configuration profiles efficiently.

• Offer technical support and guidance to the IT team in China.

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

• Coordinate technical activities between the IT teams in China and internationally.

• Provide technical documentation and training in both English and Chinese.

• Oversee and maintain the IT ticketing system.

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

• Monitor service level agreement (SLA) performance and ticket queues.

• Maintain workflows, automation processes, 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 procedures and liaise with technical and vendor teams.

• Track open escalations and provide updates to stakeholders.

• Monitor connectivity from China to international networks, including VPN, MPLS/SD-WAN, latency, bandwidth, and overall connectivity.

• Diagnose issues related to packet loss, latency, DNS, VPN, and intermittent connectivity.

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

• Handle password resets and account lockouts efficiently.

• Maintain inventories of IT assets and hardware/software.

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

• Support initiatives related to security, patch management, compliance, and other IT projects.

⛳️ Requirements

• A 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 knowledge of Microsoft 365 and Microsoft Intune.

• Working knowledge of Windows 10/11 operating systems.

• Basic to intermediate understanding of macOS, iOS, and Android systems.

• Experience with ticketing and service management systems.

• Basic to intermediate skills in network and VPN troubleshooting.

• Strong problem-solving abilities and customer service skills.

• Ability to work independently as well as collaboratively within a cross-regional team.

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

• Flexibility to accommodate UK-China meetings and cross-regional support needs.

• Willingness to participate in occasional early morning or late evening calls as required.

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

🏝️ Benefits

• Opportunity to work from home.

• Flexibility for UK-China meetings and support across regions.

• Experience in cross-regional collaboration and exposure to diverse practices.