Helpdesk Engineer

Job description:

Job Description:
Provides first-level IT support to end-users, focusing on Mandarin-speaking clients, ensuring timely resolution of technical issues.

Responsibilities:

• First-level user support – Helping employees or clients with technical problems (password issues, software errors, hardware not working).
• Multilingual assistance – Communicating with Mandarin-speaking users clearly to solve issues faster.
• Guide users step-by-step – Explaining solutions in simple terms for non-technical people.
• Remote troubleshooting – Using remote desktop or support tools to fix problems without needing to be on-site.
• Ticket management – Recording all issues in a system so they can be tracked and resolved.
• Escalate complex cases – Sending unresolved or high-level problems to senior engineers.
• Maintain knowledge base – Documenting solutions so future cases can be resolved more efficiently.
• Custo...