Virtual IT Point Technician L2 – Regional language support (Mandarin)

HCLTech; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global technology company seeks a Virtual IT Point Support Technician to provide remote technical support for end-users. The position involves troubleshooting, managing user accounts, and adhering to ITIL best practices while ensuring security compliance. Ideal candidates will have a degree in IT and relevant experience.

Qualifications

• Bachelor’s degree or equivalent in computer science, IT.
• Minimum 3 years of technical customer service support experience.
• Fluency in Mandarin is required.

Responsibilities

• Provide remote technical support for end-user devices.
• Troubleshoot hardware, software, and network issues remotely.
• Document solutions and contribute to process optimization.

Skills

Troubleshooting

Customer Service

Analytical Thinking

Communication

Education

Bachelor’s degree in computer science or IT

Tools

ITSM tools like ServiceNow

Ticketing systems

Job description

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The Virtual IT Point Support Technician provides remote technical support to end-users, troubleshooting and resolving hardware, software, and network issues on laptops, desktops, and mobile devices. This role involves diagnosing system failures, performing BIOS-level troubleshooting, managing user accounts, and ensuring security compliance. The technician will also coordinate with IT teams, document solutions, and contribute to continuous service improvements in line with ITIL best practices. Additionally, the role requires proactive monitoring, system optimization, and adherence to security protocols to enhance overall IT service delivery.

Provide remote technical support for end-user devices, including laptops, desktops, and mobile devices.

Troubleshoot and resolve hardware, software, and network-related issues remotely.

Perform BIOS-level troubleshooting, system re-imaging, and IMAC (Install, Move, Add, Change) tasks.

Support new user onboarding, account setup, and hardware/software provisioning.

Document resolutions, update knowledge bases, and contribute to process optimization.

Collaborate with cross-functional IT teams for complex issue resolution and service improvements.

Ensure adherence to IT security policies, compliance requirements, and best practices.

Monitor and escalate recurring technical issues to prevent future disruptions.

Provide ITIL-based support for Incident, Problem, and Request Management processes.

Manage workflows, performance metrics, and service level agreements (SLAs).

Proactively monitor system performance, identify potential risks, and recommend improvements.

Assist in software license management, compliance tracking, and audits.

Conduct periodic training sessions or create user guides for common IT issues.

Perform remote device management, including troubleshooting mobile device connectivity and app installations.

Participate in IT asset management, tracking equipment lifecycles, and recommending upgrades or replacements.

Other responsibilities

As assigned by management in alignment with the organization’s goals and operational requirements

Education & Certifications:

Bachelor’s degree / Equivalent in computer science, IT.

Experience

Minimum of 3 years of experience with high end technical customer service support hardware or a similar role.

Proven ability to build strong relationships and manage customer expectations.

Experience in managing full IMACD lifecycle tasks.

Hands-on experience with ITSM tools like ServiceNow.

Strong understanding of SLA management and tickets management.

Excellent communication skills in Mandarin (verbal and written).

Analytical thinking with strong troubleshooting and problem-solving abilities.

Detail-oriented and customer-focused mindset.

Ability to manage multiple priorities in a fast-paced environment.

Strong organizational skills with the ability to maintain accurate and comprehensive records.

Flexibility to work in shifts, including off-hours and weekends, as required.

Demonstrated ability to coordinate across geographically distributed teams.

Team-oriented approach with a focus on collaboration and productivity.

Job Specification

JobType:Full-Time

WorkHours:Mon – Fri 08:30 to 17:30 local China time (Shanghai Pudong & Zhangjiang)

Tools&Systems:Ticketingsystems,remoteaccesstools,MSOffice,andotherdiagnosticplatforms

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Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? Which of the following Microsoft Office products are you experienced with? Do you have technical support experience? Do you have customer service experience? How much notice are you required to give your current employer?

Consulting & Strategy More than 10,000 employees

HCLTech is a global technology company, home to more than 220,755 people (on December 31, 2024) across 60 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2024 totaled US $13.8 billion. To learn how we can supercharge progress for you, visit hcltech.com.

HCLTech is a global technology company, home to more than 220,755 people (on December 31, 2024) across 60 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2024 totaled US $13.8 billion. To learn how we can supercharge progress for you, visit hcltech.com.

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