Deskripsi Pekerjaan
Are you an experienced IT professional with a knack for remote troubleshooting and a passion for supporting enterprise-level users? Getronics is looking for a skilled L2 Technician (Mandarin Speaker) to join our team on a 10-month contract basis. This is a fantastic opportunity to work within a dynamic, global environment where your technical expertise and linguistic skills will be highly valued.
As an L2 Support Technician, you will serve as a critical point of escalation for complex technical issues that cannot be resolved at the first point of contact. Your role will focus on providing high-quality remote end-user support, ensuring system stability, and delivering an exceptional user experience for our enterprise clients. If you are a proactive problem solver who thrives in a fast-paced environment, we want to hear from you!
Tanggung Jawab
- Provide advanced Level 2 remote technical support for enterprise end-users via phone, email, and ticketing systems.
- Troubleshoot and resolve complex hardware, software, network, and application issues within agreed Service Level Agreements (SLAs).
- Act as a subject matter expert, handling escalated tickets from Level 1 support teams.
- Configure, maintain, and manage user accounts, permissions, and security settings across enterprise systems (e.g., Active Directory, O365).
- Document technical resolutions in the Knowledge Base to improve future self-service capabilities and team efficiency.
- Communicate effectively in both Mandarin and English to support diverse regional stakeholders.
- Collaborate with cross-functional IT teams to identify root causes for recurring incidents and implement long-term fixes.
Kualifikasi
- Minimum of 3+ years of experience in an IT Support, Service Desk, or similar technical role.
- Fluency in both Mandarin and English (written and verbal) is strictly required for this role.
- Strong understanding of remote desktop support tools and enterprise ticketing systems (e.g., ServiceNow, Jira).
- Proven experience with Windows OS, Microsoft 365, Active Directory, and basic networking concepts.
- Strong analytical and problem-solving skills with a focus on 'first-time-right' resolution.
- Excellent communication skills with a customer-centric approach to troubleshooting.
- Ability to commit to a 10-month contract engagement.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, or Microsoft 365 Certified) are highly desirable.