# Support Engineer (Mandarin Speaking)

> CXM Direct LLC · China (Remote) · Full-time · Posted 2026-08-17

**Workplace:** remote

**Department:** Back Office

## Description

### Job Description: Support Engineer (IT Operations)

### Position Summary

The Support Engineer will provide technical support and IT operations assistance across China and international locations. The role focuses on **Microsoft 365, Intune, endpoint management, ticketing systems, network monitoring, user support, and incident escalation**.

The successful candidate should be a strong problem-solver with good communication skills, technical knowledge, and **fluency in English and Mandarin Chinese**. The role requires collaboration with teams across different time zones.

### Key Responsibilities

### 1\. Microsoft 365 & Intune

-   Manage Microsoft 365 users, licenses, permissions, mailboxes, distribution lists, Teams, and SharePoint.
-   Support joiner, mover, and leaver processes.
-   Monitor Microsoft 365 service health and troubleshoot issues.
-   Enroll and manage Windows, macOS, iOS, and Android devices through Intune.
-   Deploy applications, updates, and security policies.
-   Manage device compliance and configuration profiles.
-   Troubleshoot Intune enrollment and synchronization issues.
-   Generate endpoint compliance reports.

### 2\. China IT Support

-   Provide technical support and guidance to the China IT team.
-   Assist with China-specific IT, firewall, ISP, VPN, and connectivity issues.
-   Coordinate technical activities between China and international IT teams.
-   Provide technical documentation and training in English and Chinese.
-   Participate in cross-regional meetings and communicate technical requirements between teams.

### 3\. Ticketing & Service Management

-   Manage and maintain the IT ticketing system.
-   Triage, prioritize, assign, and escalate support tickets.
-   Monitor SLA performance and ticket queues.
-   Maintain workflows, automation, service catalog items, and knowledge-base articles.
-   Prepare reports covering ticket volume, FRT, MTTR, backlog, SLA, and CSAT.
-   Identify recurring issues and recommend improvements.

### 4\. Incident & Escalation Management

-   Follow established escalation procedures.
-   Escalate issues to Network, Security, Server, Application, or Vendor teams.
-   Document troubleshooting steps and escalation details.
-   Track open escalations and provide stakeholder updates.
-   Coordinate with vendors when required.

### 5\. Network Monitoring & Troubleshooting

-   Monitor China-to-international network connectivity.
-   Monitor VPN, MPLS/SD-WAN, latency, bandwidth, and connectivity.
-   Use tools such as **ping, traceroute, nslookup, Wireshark, and Site24x7** for diagnostics.
-   Investigate packet loss, latency, DNS, VPN, and intermittent connectivity issues.
-   Coordinate with China ISPs and network providers.
-   Document network incidents and resolutions.

### 6\. User Support & IT Operations

-   Provide first- and second-level support for hardware, software, network, VPN, and Microsoft Teams issues.
-   Manage password resets and account lockouts.
-   Maintain IT asset and hardware/software inventories.
-   Create and maintain SOPs, technical documentation, and knowledge-base articles.
-   Support security, patch-management, compliance, and IT projects.

## Requirements

### Required Qualifications

-   Bachelor's degree in IT, Computer Science, or related field, or equivalent experience.
-   **2–4 years of IT support or IT operations experience.**
-   Intermediate to advanced knowledge of **Microsoft 365 and Microsoft Intune**.
-   Working knowledge of Windows 10/11.
-   Basic to intermediate knowledge of macOS, iOS, and Android.
-   Experience with ticketing/service-management systems.
-   Basic to intermediate network and VPN troubleshooting skills.
-   Strong problem-solving and customer-service skills.
-   Ability to work independently and as part of a cross-regional team.
-   **Fluent English and Mandarin Chinese, both written and spoken.**

### Preferred Qualifications

-   Microsoft 365 Administrator certification.
-   CompTIA A+, Network+, or ITIL Foundation.
-   Experience with Entra ID/Azure AD.
-   Experience with China-specific IT/network challenges.
-   Knowledge of SD-WAN or MPLS.
-   PowerShell, Python, or Bash scripting experience.
-   Experience with cross-regional IT support.
-   Knowledge of GDPR/data-protection requirements.

### Working Conditions

-   **Work from home.**
-   Core working hours: **9:00 AM – 6:00 PM**.
-   Flexibility may be required for UK-China meetings and cross-regional support.
-   Occasional early-morning or late-evening calls may be required.

### Key Skills

**Technical:** Microsoft 365, Intune, Windows, Endpoint Management, Ticketing Systems, VPN, Network Troubleshooting, Microsoft Teams.

**Professional:** Communication, problem-solving, time management, teamwork, customer service, adaptability, and ownership.

**Languages:** Fluent **English and Mandarin Chinese**.

## Benefits

Competitive Salary

Growth Opportunities

Collaborative Team

## Apply

[Apply at CXM Direct LLC](https://apply.workable.com/cxmdirect/j/A4CC73F18D/apply)

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