Mandarin Technical Support Engineer

Objective

Focus on ticket-based technical support

Follow defined standard operating procedures (SOPs) and the Knowledge Base (KB)

Escalation-based role; not responsible for independent technical or architectural decisions

Key Responsibilities

Handle Level 1 to Level 2 technical support tickets through a ticketing system

Perform troubleshooting based on documented procedures and internal knowledge base

Log, document, and escalate issues clearly and accurately

Meet service-level agreement (SLA) response and resolution targets (5x8 schedule)

Maintain complete and consistent ticket documentation

This role does not include presales activities, proof-of-concept ownership, or solution/architecture design

Language Requirements

Ability to read and write in English and Mandarin

Capable of understanding technical documentation and conducting basic communication via email

Preferred Qualifications

Experience with IT distributors, branded product sales, or technical support

Familiarity with IT management, networking, cybersecurity, or systems administration

Professional certifications such as AZ-104, VCP, MCSE, CCNA, CISSP, ITIL, or equivalent