IT Support Specialist (MANDARIN)

Handle Level 1.5 technical support requests efficiently according to service deliverables.

Provide remote assistance (calls, emails, chat) to users in local and overseas markets, especially the Chinese-speaking region , to resolve issues that users are facing with their computer system.

Troubleshoot common hardware, software, and connectivity issues by guiding users with clear instructions and within required timescales.

Accurately log and document all support activities in the system and in the prescribed format.

Support setup or configuration issues through remote guidance or in-person communication.

Ensure SLA targets and performance metrics are consistently met.

Contribute technical solutions and updates to the knowledge base.

Any ad hoc duties assign by the Company from time to time.

Language : Proficient in English and Mandarin (spoken & written) to support Chinese market users.