Job Description
ServiceOne Solutions Malaysia is seeking a talented and customer-focused IT Support Specialist (Mandarin) to join our dynamic team in Bangsar South. In this role, you will provide Level 1.5 IT helpdesk support to our prestigious client, a leading premium retail brand operating across the China region. This is an excellent opportunity to leverage your technical expertise and bilingual skills in a fast-paced, rewarding environment.
As the first point of escalation for complex IT issues, you will troubleshoot hardware, software, and network problems, manage incident tickets, and ensure timely resolution. You will work closely with end-users to deliver exceptional service, while maintaining detailed documentation and adhering to SLAs. Your ability to communicate fluently in Mandarin and English will be critical in bridging the gap between technical teams and business stakeholders.
If you are passionate about IT support, thrive on solving challenges, and want to be part of a supportive team that values professional growth, we encourage you to apply today.
Responsibilities
- Provide Level 1.5 IT helpdesk support via phone, email, and remote tools to end-users in the China region
- Troubleshoot and resolve hardware, software, and network issues in a timely manner
- Manage, prioritize, and escalate incidents and service requests according to established SLAs
- Document technical solutions, procedures, and knowledge base articles
- Coordinate with Level 2/3 teams and external vendors for complex problem resolution
- Perform system monitoring and ensure uptime of critical retail applications
- Assist with onboarding of new users, including setup of accounts and equipment
- Communicate effectively with Mandarin-speaking stakeholders to understand and address technical needs
Qualifications
- Diploma or Degree in Information Technology, Computer Science, or a related field
- Fluency in Mandarin (both spoken and written) and English is mandatory
- Minimum 1-2 years of experience in IT helpdesk or technical support roles
- Solid understanding of Windows OS, Microsoft Office 365, and common business applications
- Basic knowledge of networking (TCP/IP, DNS, DHCP) and remote support tools
- Experience supporting retail POS systems or similar industry solutions is a plus
- Excellent problem-solving skills and a customer-service mindset
- Ability to work in shifts (including weekends if required) and manage multiple priorities