Remote L1 IT Help Desk (both English-Mandarin Proficiency)

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Log, categorize, and prioritize incidents reported via phone, email, and chat.

Provide first-level troubleshooting for common issues such as password resets, software installations, and connectivity problems.

Follow strictly standardized scripts and troubleshooting procedures to resolve user issues.

Escalate unresolved incidents to Level 2 support as per established escalation procedures.

Process and fulfill common service requests such as account creation, access permissions, and software provisioning.

Ensure all service requests are documented and resolved within agreed SLAs.

Knowledge Management:

Utilize and contribute to the knowledge base to ensure accurate and efficient issue resolution.

Document solutions for recurring issues to support continuous service improvement.

Communication and Customer Service:

Provide clear and effective communication to users regarding the status of their issues.

Maintain a high level of professionalism and empathy when interacting with users.

Educate users on IT policies, procedures, and self-service options.

Monitoring and Reporting:

Monitor ticket queues and ensure timely follow-up on open incidents.

Provide feedback to the Help Desk Supervisor on recurring issues and potential improvements.

Participate in regular performance reviews and feedback sessions.

Compliance and Security:

Adhere to company policies, procedures, and IT security guidelines.

Ensure compliance with data protection regulations and maintain confidentiality of sensitive information.

Report any security incidents or compliance breaches immediately.

Job Requirements

Technical skills:

High school diploma or Associate degree in IT-related fields.

Basic understanding of IT service management and technical support is expected. Familiarity with frameworks or certifications like ITIL 4 Foundation and CompTIA A+ is preferred.

1 year experience in a help desk or IT support role.

Fluency in Mandarin and English.

Basic troubleshooting of Windows, macOS environments, and system updates and patch management.

Familiarity with networking fundamentals: IP addressing, DHCP, DNS, and basic connectivity troubleshooting.

Experience with Microsoft 365, Google Workspace, remote desktop tools, and collaboration platforms.

Hands-on support for desktops, laptops, mobile devices, and peripherals.

Excellent problem-solving and multitasking abilities.

Strong verbal and written communication skills.

High adaptability in fast-paced environments.

Ability to communicate effectively in English and Mandarin, both in writing and on calls.

Work Schedule:
There will be 5 working days per week, with 2 days off and weekend shifts, but working hours will not exceed 45 hours per week.

Leave: 30 days per year including all holidays (based on a 12-month contract).

Learning & Development: Access to training and development programs aligned with company goals and training policies.

Compensation Growth: Annual salary review and adjustment, plus a performance-based bonus once per year.