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Mandarin IT Support Specialist
2 months ago
Position: IT Support Engineer (Mandarin)
Location: Remote
Employment Type: Contract
Compensation: $40 - $49 per hour
Job Overview:
We are seeking a skilled IT Support Engineer proficient in Mandarin to provide exceptional technical assistance and support to our clients. This role is crucial for maintaining effective communication with our teams in China and ensuring seamless IT operations.
Key Responsibilities:
- Serve as the primary point of contact for IT support inquiries, particularly for Mandarin-speaking users.
- Oversee the IT Services catalog, ensuring it is current and aligned with business needs.
- Collaborate with stakeholders to identify service enhancements and manage escalations effectively.
- Prepare and deliver reports on service level agreements (SLAs) and key performance indicators (KPIs).
- Ensure adherence to established processes and methodologies for service delivery and support.
- Lead service improvement initiatives and coordinate with the IT Service Support Manager.
- Conduct regular service reviews with business partners to address issues and determine project needs.
- Document and track incidents meticulously, ensuring proper follow-up and resolution.
- Facilitate training sessions for internal teams and manage related support issues.
- Update and maintain relevant policies and documentation.
- Ensure compliance with internal standards and procedures.
- Manage vendor performance and ensure alignment with service agreements.
- Provide comprehensive IT support to users, addressing hardware, software, and connectivity issues.
- Conduct IT orientation for new hires and provide ongoing training to enhance user productivity.
- Maintain IT infrastructure, including network systems, telephony, and end-user devices.
- Oversee IT asset management to ensure accuracy and compliance.
- Coordinate with internal and external teams to execute IT projects effectively.
- Partner with local business leaders to support growth through appropriate IT solutions.
Qualifications:
- Minimum of 5 years of experience in IT support within large organizations.
- Degree in Computer Science or equivalent experience.
- Strong understanding of ITIL methodologies and user support.
- Excellent project management and team collaboration skills.
- Familiarity with both Mac and Windows operating systems.
- Professional demeanor with strong interpersonal skills.
- Ability to work under pressure and manage multiple priorities.
- Strong analytical and problem-solving capabilities.
- Proficient in both spoken and written English.
Preferred Qualifications:
- Fluency in both spoken and written Mandarin.
- Certifications in PMP, Scrum, or Agile methodologies.
- ITIL certification.
About Intellipro Group:
Intellipro Group is a leader in talent acquisition and HR solutions, dedicated to fostering employee growth and building lasting partnerships. We operate globally, providing exceptional service and support to our clients.
Compensation: The compensation for this position will be determined based on various factors, including experience, education, and job responsibilities.
