Mandarin IT Help Desk Support

Key Responsibilities

• Handle Level 1 to Level 2 technical support cases for ManageEngine products
• Troubleshoot product, system, network, configuration, and access-related issues
• Identify the cause of technical issues using available tools, system information, logs, and documentation
• Guide customers through troubleshooting and resolution steps via email, calls, or remote sessions
• Review system requirements and configurations when investigating customer concerns
• Follow troubleshooting procedures, product documentation, and internal knowledge resources
• Document customer concerns, troubleshooting performed, findings, and resolutions accurately
• Escalate complex or unresolved cases to senior technical teams or vendors with complete supporting information
• Follow up on open cases and keep customers informed of progress
• Meet required response and resolution times
• Build and maintain working knowledge of assigned ManageEngine products
• Stay updated on product changes, new features, known issues, and technical documentation
• Coordinate with internal teams and vendors when resolving customer concerns
• Maintain clear and professional communication in both Mandarin and English
• Perform other technical support and related tasks as assigned

Technical Areas

The role may support ManageEngine products covering areas such as:

• IT service and help desk management
• Endpoint and device management
• Network and infrastructure monitoring
• Active Directory and user account management
• IT security and access management
• Application and system monitoring
• Cloud and Microsoft 365 management
• IT asset management

Qualifications

• Experience in technical support, service desk, system administration, network support, or a related IT role
• Good understanding of Windows environments, networking, user accounts, permissions, and common IT troubleshooting
• Familiarity with Active Directory, Microsoft 365, servers, endpoints, or network devices is preferred
• Able to analyze technical issues and follow structured troubleshooting processes
• Comfortable reading technical documentation and working with system logs and configuration information
• Experience with ticketing or technical support systems is preferred
• ManageEngine experience is highly preferred but not required if the candidate has a strong IT foundation and willingness to learn

Language Requirements

• Strong Mandarin communication skills
• Able to read and write technical information in Mandarin
• Good written and verbal English communication skills
• Comfortable assisting Mandarin-speaking customers through email, calls, and remote support sessions