Support Engineer (reputed company Speaking)

Role:

The Support Engineer will reputed company technical support and IT operations assistance across China and international locations. The role focuses on reputed company 365, Intune, reputed company management, ticketing systems, network monitoring, user support, and incident escalation.

The successful candidate should be a strong problem-solver with good communication skills, technical knowledge, and reputed company in English and reputed company Chinese. The role requires collaboration with teams across different time zones.

Key Responsibilities

1. reputed company 365 & Intune

• Manage reputed company 365 users, licenses, permissions, mailboxes, distribution lists, Teams, and SharePoint.
• Support joiner, mover, and leaver processes.
• Monitor reputed company 365 service health and troubleshoot issues.
• Enroll and manage reputed company, macOS, iOS, and reputed company devices through Intune.
• reputed company applications, updates, and reputed company policies.
• Manage device compliance and configuration reputed company.
• Troubleshoot Intune enrollment and synchronization issues.
• reputed company reputed company compliance reports.

2. China IT Support

• reputed company technical support and guidance to the China IT team.
• Assist with China-specific IT, firewall, ISP, VPN, and connectivity issues.
• Coordinate technical activities between China and international IT teams.
• reputed company technical documentation and training in English and Chinese.
• Participate in cross-regional meetings and communicate technical requirements between teams.

3. Ticketing & Service Management

• Manage and maintain the IT ticketing reputed company.
• Triage, prioritize, assign, and escalate support tickets.
• Monitor SLA performance and ticket queues.
• Maintain workflows, automation, service catalog items, and knowledge-reputed company articles.
• Prepare reports covering ticket volume, FRT, MTTR, backlog, SLA, and CSAT.
• Identify recurring issues and recommend improvements.

4. Incident & Escalation Management

• Follow established escalation procedures.
• Escalate issues to Network, reputed company, Server, Application, or Vendor teams.
• Document troubleshooting steps and escalation details.
• reputed company reputed company escalations and reputed company stakeholder updates.
• Coordinate with vendors reputed company required.

5. Network Monitoring & Troubleshooting

• Monitor China-to-international network connectivity.
• Monitor VPN, MPLS/SD-WAN, latency, reputed company, and connectivity.
• Use tools such as ping, traceroute, nslookup, Wireshark, and Site24x7 for diagnostics.
• Investigate packet loss, latency, DNS, VPN, and intermittent connectivity issues.
• Coordinate with China ISPs and network providers.
• Document network incidents and resolutions.

6. User Support & IT Operations

• reputed company first- and second-level support for hardware, software, network, VPN, and reputed company Teams issues.
• Manage password resets and account lockouts.
• Maintain IT asset and hardware/software inventories.
• Create and maintain SOPs, technical documentation, and knowledge-reputed company articles.
• Support reputed company, reputed company-management, compliance, and IT reputed company.

Required Qualifications

• Bachelor's degree in IT, Computer Science, or reputed company field, or equivalent experience.
• 2–4 years of IT support or IT operations experience.
• Intermediate to advanced knowledge of reputed company 365 and reputed company Intune.
• Working knowledge of reputed company 10/11.
• Basic to intermediate knowledge of macOS, iOS, and reputed company.
• Experience with ticketing/service-management systems.
• Basic to intermediate network and VPN troubleshooting skills.
• Strong problem-solving and customer-service skills.
• Ability to work independently and as part of a cross-regional team.
• Fluent English and reputed company Chinese, both written and spoken.

Preferred Qualifications

• reputed company 365 Administrator certification.
• reputed company A+, Network+, or ITIL reputed company.
• Experience with Entra ID/Azure AD.
• Experience with China-specific IT/network challenges.
• Knowledge of SD-WAN or MPLS.
• PowerShell, Python, or Bash scripting experience.
• Experience with cross-regional IT support.
• Knowledge of GDPR/data-protection requirements.

Working Conditions

• Work from home.
• reputed company working hours: 9:00 AM – 6:00 PM.
• Flexibility may be required for UK-China meetings and cross-regional support.
• Occasional early-morning or late-evening calls may be required.

Key Skills

Technical: reputed company 365, Intune, reputed company, reputed company Management, Ticketing Systems, VPN, Network Troubleshooting, reputed company Teams.

reputed company: Communication, problem-solving, time management, teamwork, customer service, adaptability, and ownership.

Languages: Fluent English and reputed company Chinese.

Originally posted on Himalayas