Technology Helpdesk Specialist - Mandarin Speaker

MindPec Solutions; Seri Kembangan; On-site; MYR 48,000 - 72,000; Full time

Job summary

A BPO company in Malaysia seeks a Helpdesk Specialist to provide technical support. The role involves troubleshooting L2 hardware and software issues, managing network and server operations, and serving as the sole technical staff. Candidates must have a Bachelor's degree, and at least 5 years of IT experience, fluent in Mandarin and English. This is a permanent on-site position in Kuala Lumpur.

Qualifications

• Minimum of 5 years' experience in IT operations under SLA and KPI frameworks.
• Proven track record in L2 hardware and software troubleshooting.
• Experience in managing network and server operations.

Responsibilities

• Evaluate requests, diagnose issues, and deliver helpdesk services.
• Analyze and diagnose system failures for business recovery.
• Act as subject matter expert in Helpdesk operations.

Skills

L2 hardware troubleshooting

L2 software troubleshooting

Network management

Server management

English proficiency

Mandarin proficiency

Communication skills

Education

Bachelor’s degree in Computer Science or related field

Tools

Windows OS

Microsoft Office Suite

Job description

Role: Helpdesk Specialist – Mandarin Speaker

Employer: Insurance BPO

Working Mode: On Site

Language Requirement: Mandarin

Job Type: Permanent

Job Location: Kuala Lumpur, Malaysia

Experience: 5 years’ experience in L2 hardware and software troubleshooting

Applicants: Open to local citizens, Mandarin speakers

Job Summary

As the Malaysia office is newly established and still in the process of setup and gradual improvement, this role is crucial and will serve as the only technical staff for the company operation for the next 2–3 years. Based on the experience from the Philippines office setup, this position will be responsible for:

1. The staff should be able to independently evaluate requests, diagnose technical issues, and deliver hands‑on helpdesk services and solutions for internal employees (more than half of whom are Chinese). Some issues will have standard procedures to follow, while others will be new and require independent problem‑solving. When encountering new issues beyond existing experience or knowledge, the staff should be capable of:

   • Clearly understanding the current situation and identifying possible causes independently;
   • Developing a clear plan for information collection, stakeholder collaboration, required resources, and estimated resolution time;
   • Acting as a core coordinator to collaborate with relevant parties to resolve the issue.
   • The key collaboration teams include, but are not limited to: the China helpdesk team, the server & network team, and Malaysia’s local IT vendors.

2. Handling network and server‑related matters: The candidate should have solid experience and knowledge in managing and troubleshooting network and server issues.

3. The staff will receive timely and professional training and support after joining Resource Pro. Although this will be the only technical role in the Malaysia team, the China IT team will provide full and prompt support whenever needed.

Helpdesk Service Delivery

• Responsible for analyzing and diagnosing complex system failures to ensure efficient and prompt recovery of business operations.
• Establish and maintain a knowledge base to ensure structured reference for future issue resolutions.
• Deliver high‑quality technical support for key business users. Collaborate closely with the IT team and other departments to ensure effective service delivery and continuous improvement.

Internal Operations Management

• Act as a subject matter expert in Helpdesk operations, leading and optimizing assigned operational areas, while providing professional support in collaboration with other IT functions. Operational areas include but are not limited to Tech procurement, video/ audio conferencing systems, laptop management, and Windows system management.

Project Management

• Lead or participate in supporting global or cross‑functional initiatives. Drive and evaluate the implementation of technical solutions, proactively identify and address potential risks, and ensure successful project delivery with expected outcomes.

Job Requirements

• Bachelor’s degree or above in Computer Science, Information Technology, or a related field preferred.
• Proficient in Windows OS and Microsoft Office Suite, basic knowledge of the Network and Server.
• Proficiency in both English and Mandarin (spoken is OK).
• Minimum of 5 years’ experience in IT operations with a proven track record of working under clearly defined SLA and KPI frameworks; prior experience in multinational companies is a plus.
• Strong hands‑on experience in L2 hardware and software troubleshooting.
• Experience in network & server operations management.
• Experience in Linux and Windows server administration is a plus.
• Excellent communication skills, with a meticulous and detail‑oriented work style.
• Ability to independently and proactively identify issues, resolve complex problems, and drive continuous improvement.