IT Support Specialist (MANDARIN)

ServiceOne Solutions Malaysia; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading tech support company in Kuala Lumpur is hiring for a Level 1.5 Technical Support role. The position involves providing remote assistance to users, especially in the Chinese-speaking market, troubleshooting technical issues, and ensuring service level agreements are met. Candidates should have a relevant IT degree or diploma and preferably some experience in customer support. The job requires proficiency in English and Mandarin along with strong communication skills. This full-time position offers a structured work week with rotational shifts and is conveniently located near Kerinchi LRT.

Benefits

Five-day work week

Public holidays

Convenient location

Professional development opportunities

Qualifications

• Fresh graduates are welcomed to apply.
• Minimum of 6 months experience in a Level 1.5 service desk or technical support.
• Experience in commercial inbound telephony systems.

Responsibilities

• Handle Level 1.5 technical support requests.
• Provide remote assistance to users, particularly in the Chinese-speaking region.
• Troubleshoot hardware, software, and connectivity issues.
• Log and document all support activities.
• Ensure SLA targets are met.

Skills

Proficient in English

Proficient in Mandarin (spoken & written)

Strong communication skills

Customer service skills

Basic networking knowledge

Education

Degree or diploma in IT fields

Tools

Windows Operating Systems

Microsoft Office

Job description

Handle Level 1.5 technical support requests efficiently according to service deliverables.

Provide remote assistance (calls, emails, chat) to users in local and overseas markets, especially the Chinese-speaking region, to resolve issues that users are facing with their computer system.

Troubleshoot common hardware, software, and connectivity issues by guiding users with clear instructions and within required timescales.

Accurately log and document all support activities in the system and in the prescribed format.

Support setup or configuration issues through remote guidance or in-person communication.

Ensure SLA targets and performance metrics are consistently met.

Contribute technical solutions and updates to the knowledge base.

Any ad hoc duties assign by the Company from time to time.

🗣️Language: Proficient in English and Mandarin (spoken & written) to support Chinese market users. Cantonese-speaking ability is an added advantage.

🎓Fresh Graduate with relevant degree in IT fields is welcomed to apply!

✅Minimum degree / diploma is required.

🤖Technical knowledge/expertise to support technical related queries and troubleshooting.

🌞Minimum 6 months experience in a Level 1.5 service desk or technical support process providing remote support for Laptops / Desktops / LAN Issues / Application etc.

☎️Proven experience in commercial in bound telephony systems typically used in Contact Center.

Strong communication and customer service skills.

⏰Willingness to work in rotational shifts (earliest 6am, latest is 11pm), 5 days per weeks (including weekends & PHs), 9 hours work per day (inclusive of 1 hour break).

💻Good support knowledge of Windows Operating systems, general standard knowledge on off the shelves software like Microsoft Office and etc.

🌐Knowledge on basic concepts of networking.

Remuneration Package:

Full time job

5-day work + Public Holidays

10 minutes walking distance from/to Kerinchi LRT