IT Helpdesk Support (Admin project & Technical Management)

About the role

We're looking for an IT Helpdesk Support professional (Mandarin speaker) to join our Project Management team. This role is critical in ensuring smooth project execution by handling all technical support tickets related to project operations for our China and taiwan stakeholders. You will undergo a structured 3-month weekday training program before transitioning into weekend operations. The position requires strong IT troubleshooting skills, ticket administration expertise, and the ability to support project workflows in a dynamic, project-driven environment.

Key responsibilities

• Serve as the first point of contact for platform and project-related technical issues.
• Administer the ticketing system: triage, prioritize, update, and close tickets within SLA.
• Investigate reported issues on the platform and resolve those within Tier 1 scope.
• Monitor platform health using tools such as Sentry and uptime dashboards, raising incidents proactively.
• Escalate platform bugs to the on-call engineer with clear, reproducible reports (service, timestamp, steps to reproduce, Sentry link).
• Maintain a support knowledge base to accelerate resolution of recurring issues within time given.
• Provide Project Managers with regular status updates on ticket progress and resolution timelines.
• On-site IT support and ticket administration under the Project Management team.
• Collaborate with data, QA, Frontend and backend and product teams to deliver ticket resolution on project.

About you

• Diploma/Degree in IT, Computer Science, or related field.
• Strong understanding of web fundamentals: how browsers, DNS, APIs, and web applications behave and root cause of fail.
• Familiarity with ticketing systems and structured support processes.
• Excellent problem-solving skills and clear written communication (especially for escalation reports).
• Ability to work independently and commit to weekend shifts on rotation due to this is the project team which involved worldwide Southern Eastern Asia time zone.
• Experience: 0–5+ years depending on level.
• Willingness to undergo weekday training before weekend deployment.
• Familiarity with cloud services (AWS preferred) and CDN concepts (e.g., Cloudflare) for the project structure.
• Experience with monitoring/observability tools (Sentry, Grafana, Kibana).