Technical Support Engineer L1 (Mandarin speaking)

MANDARIN SPEAKING TECHNICAL SUPPORT ENGINEER LEVEL 1

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 architecturaldecisions

Key Responsibilities

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

Perform troubleshooting based on documented procedures and internal knowledgebase

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, orsolution/architecture design

Language Requirements

Ability to read and write in English and Mandarin

Capable of understanding technical documentation and conducting basiccommunication via email

Preferred Qualifications

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

Familiarity with IT management, networking, cybersecurity, or systemsadministration

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