Service Desk Technician (Mandarin)

VBeyond Corporation; Frisco (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

VBeyond Corporation in Frisco, Texas is seeking a Mandarin-speaking Service Desk Support Analyst to provide first- and second-line technical support in a corporate IT environment. You will handle issues across Windows, Office 365, and Active Directory, supporting Mandarin-speaking users.

You will work with ticketing tools such as ServiceNow, Jira, and Remedy, ensuring tickets are resolved within SLAs while maintaining clear documentation.

Qualifications

• Minimum experience in Service Desk, Help Desk, IT Support, or Technical Support.
• Fluency in Mandarin Chinese and English.
• Strong knowledge of Windows 10/11.
• Experience with Microsoft Office 365.
• Knowledge of Active Directory and user account management.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing platforms such as ServiceNow, Jira, Remedy.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.

Responsibilities

• Provide Level 1 and Level 2 technical support to end users through phone, email, chat, and remote support.
• Communicate with Mandarin-speaking users to understand and resolve technical issues.
• Troubleshoot Windows operating systems, desktops, laptops, printers, and Microsoft Office applications.
• Handle password resets, account unlocks, and user access issues using Active Directory.
• Provide basic troubleshooting for VPN, LAN, Wi-Fi, DNS, and network connectivity issues.
• Create, update, and manage incidents and service requests using ServiceNow, Jira, or Remedy.
• Monitor tickets and ensure timely resolution within defined SLAs.
• Escalate complex technical issues to the appropriate support teams.
• Maintain proper documentation of incidents, resolutions, and troubleshooting steps.
• Deliver excellent customer service and ensure user satisfaction.

Skills

Mandarin language

English language

Windows 10/11

Office 365

Active Directory

Networking basics

Troubleshooting

Customer service

Education

ITIL knowledge

CompTIA A+ certification

Tools

ServiceNow

Jira

Remedy

Job description

We are looking for a Mandarin-speaking Service Desk Support Analyst to provide technical support to end users in a corporate IT environment. The ideal candidate should have experience in IT Service Desk, Help Desk, or Technical Support, along with excellent Mandarin and English communication skills.

The candidate will be responsible for handling technical issues, troubleshooting hardware and software problems, managing service requests, and providing support to Mandarin-speaking users.

Key Responsibilities

• Provide Level 1 and Level 2 technical support to end users through phone, email, chat, and remote support.
• Communicate with Mandarin-speaking users to understand and resolve technical issues.
• Troubleshoot Windows operating systems, desktops, laptops, printers, and Microsoft Office applications.
• Handle password resets, account unlocks, and user access issues using Active Directory.
• Provide basic troubleshooting for VPN, LAN, Wi-Fi, DNS, and network connectivity issues.
• Create, update, and manage incidents and service requests using ServiceNow, Jira, or Remedy.
• Monitor tickets and ensure timely resolution within defined SLAs.
• Escalate complex technical issues to the appropriate support teams.
• Maintain proper documentation of incidents, resolutions, and troubleshooting steps.
• Deliver excellent customer service and ensure user satisfaction.

Required Qualifications

• Years of experience in Service Desk, Help Desk, IT Support, or Technical Support.
• Fluency in Mandarin Chinese and English.
• Strong knowledge of Windows 10/11.
• Experience with Microsoft Office 365.
• Knowledge of Active Directory and user account management.
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Experience with ticketing tools such as ServiceNow, Jira, Remedy, or similar platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.

Preferred Skills

• ITIL knowledge or certification.
• CompTIA A+ certification.
• Experience supporting global or international users.
• Experience working in a multinational IT support environment.
• Knowledge of Microsoft Entra ID and remote desktop support tools.

Language Requirements

• Mandarin Chinese: Fluent (Speaking, Reading, and Writing).
• English: Good verbal and written communication.
• Ability to troubleshoot and explain technical issues in Mandarin.