Role:
The Support Engineer will provide technical support and IT operations assistance across China and international locations. The role focuses on Microsoft 365, Intune, endpoint 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 fluency in English and Mandarin Chinese. The role requires collaboration with teams across different time zones.
Key Responsibilities
1. Microsoft 365 & Intune
- Manage Microsoft 365 users, licenses, permissions, mailboxes, distribution lists, Teams, and SharePoint.
- Support joiner, mover, and leaver processes.
- Monitor Microsoft 365 service health and troubleshoot issues.
- Enroll and manage Windows, macOS, iOS, and Android devices through Intune.
- Deploy applications, updates, and security policies.
- Manage device compliance and configuration profiles.
- Troubleshoot Intune enrollment and synchronization issues.
- Generate endpoint compliance reports.
2. China IT Support
- Provide 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.
- Provide 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 system.
- Triage, prioritize, assign, and escalate support tickets.
- Monitor SLA performance and ticket queues.
- Maintain workflows, automation, service catalog items, and knowledge-base 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, Security, Server, Application, or Vendor teams.
- Document troubleshooting steps and escalation details.
- Track open escalations and provide stakeholder updates.
- Coordinate with vendors when required.
5. Network Monitoring & Troubleshooting
- Monitor China-to-international network connectivity.
- Monitor VPN, MPLS/SD-WAN, latency, bandwidth, 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
- Provide first- and second-level support for hardware, software, network, VPN, and Microsoft Teams issues.
- Manage password resets and account lockouts.
- Maintain IT asset and hardware/software inventories.
- Create and maintain SOPs, technical documentation, and knowledge-base articles.
- Support security, patch-management, compliance, and IT projects.
Required Qualifications
- Bachelor's degree in IT, Computer Science, or related field, or equivalent experience.
- 2–4 years of IT support or IT operations experience.
- Intermediate to advanced knowledge of Microsoft 365 and Microsoft Intune.
- Working knowledge of Windows 10/11.
- Basic to intermediate knowledge of macOS, iOS, and Android.
- 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 Mandarin Chinese, both written and spoken.
Preferred Qualifications
- Microsoft 365 Administrator certification.
- CompTIA A+, Network+, or ITIL Foundation.
- 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.
- Core 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: Microsoft 365, Intune, Windows, Endpoint Management, Ticketing Systems, VPN, Network Troubleshooting, Microsoft Teams.
Professional: Communication, problem-solving, time management, teamwork, customer service, adaptability, and ownership.
Languages: Fluent English and Mandarin Chinese.
