Job Description

Job Summary

This role delivers advanced technical support for Windows environments, leveraging Mandarin and English language proficiency to resolve complex incidents and ensure high customer satisfaction. The individual is responsible for troubleshooting escalated technical and security issues, conducting root cause analysis, and implementing effective solutions to maintain operational excellence and regulatory compliance.

Key Responsibilities

1. Provide advanced troubleshooting and resolution for complex Windows OS and security incidents using diagnostic tools, ensuring timely closure of escalated support tickets.
2. Communicate technical solutions and updates in both Mandarin and English to users, ensuring clear understanding and effective issue resolution.
3. Perform root cause analysis for recurring Windows system issues, documenting findings and implementing corrective actions to prevent future incidents.
4. Update and manage knowledge base articles related to Windows support, incorporating insights from resolved cases and best practices.
5. Coach and train team members and analysts on advanced Windows troubleshooting techniques and Mandarin/English communication protocols.
6. Ensure adherence to IT security standards and company policies during incident resolution, proactively mitigating security threats.
7. Collaborate with internal support teams to coordinate on complex technical issues, maintaining operational continuity and service quality.

Skill Requirements

1. Advanced Proficiency In Mandarin And English For Technical Communication And Documentation.
2. Advanced Knowledge Of It Security Protocols Within Windows Environments.
3. Strong Capability To Perform Root Cause Analysis And Implement Preventive Solutions.
4. Advanced Proficiency In Knowledge Management And Technical Coaching.
5. Advanced Understanding Of Support Ticketing Systems And Sla Management.

Other Requirements

1. Microsoft Certified: Windows Server or equivalent (optional but valuable).
2. HSK Level 5 or above in Mandarin (optional but valuable)