Senior Service Desk Specialist (Mandarin)

Job description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.   By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.   From prototype to real-world impact - be part of a global shift by doing work that matters. Role Summary We are looking for an ambitious and customer-focused Endpoint Engineer & Service Operations Coordinator to join our international IT Operations team. This role combines technical expertise in endpoint management with operational coordination responsibilities, ensuring the effective delivery of onsite and remote IT support services across a global environment. You will act as a technical escalation point, coordinate day-to-day service operations, raise tickets for clients, provide interpretation and support for Mandarin speaking clients, help manage enterprise endpoint technologies, and work closely with clients, engineers, and service desk teams to maintain a secure, reliable, and high-performing IT estate. The successful candidate will demonstrate strong technical capability, excellent communication skills, and a proactive approach to service improvement and automation. Key Responsibilities Service Operations & Coordination • Coordinate scheduled onsite visits and daily operational activities across multiple locations. • Act as the primary point of contact and technical escalation for remote teams and onsite engineers. • Manage and prioritise service desk ticket queues, ensuring SLA compliance and timely resolution. • Work with Mandarin speaking users to help provide support and ticket resolution • Monitor incidents and service requests, performing first-line investigation, diagnosis and appropriate escalation. • Ensure accurate ticket logging, documentation and closure within the ITSM platform. • Maintain communication with customers and stakeholders throughout the incident lifecycle. • Cross-train, mentor and support junior engineers and onsite technicians. • Contribute to the creation and maintenance of technical documentation, knowledge articles and work instructions. • Support installation, rollout and infrastructure improvement projects. Endpoint Engineering • Manage and support enterprise endpoint management platforms across Windows and macOS environments. • Administer and maintain desktop and server endpoint technologies. • Manage software deployment, operating system updates, browser management and patching across a multi-platform estate. • Develop and maintain PowerShell automation to improve operational efficiency. • Administer Microsoft Entra ID, Active Directory and Group Policy. • Support Microsoft 365 services and endpoint security technologies. • Ensure asset lifecycle management and software licensing compliance. • Work within established configuration, change and release management processes. • Monitor endpoint health, performance and security posture. • Identify opportunities to improve infrastructure performance, reliability and user experience. Client & Service Delivery • Build strong working relationships with internal stakeholders and external clients. • Provide technical guidance and support for both operational issues and strategic initiatives. • Participate in incident, problem and change management processes. • Maintain awareness of emerging technologies, security threats and operational risks. • Ensure compliance with GDPR, information security policies, business continuity requirements and organisational standards. Required Skills & Experience Technical Experience • Extensive experience managing enterprise endpoint environments. • Strong experience with endpoint management platforms including:• Microsoft Intune • Microsoft SCCM (Configuration Manager) • Jamf • Workspace ONE / Omnissa • SMP (or equivalent endpoint deployment tools) • Experience with endpoint security solutions including:• Microsoft Defender • Sophos • McAfee • Ivanti • Tenable • Patch My PC • Strong PowerShell scripting and automation experience. • Administration of:• Microsoft Entra ID • Active Directory • Group Policy • Microsoft 365 • Windows and macOS administration experience. • Browser management (Edge, Chrome, Firefox). • Patch management within enterprise environments. • Asset lifecycle and software licensing management. • Experience using ITSM platforms and Incident Management processes. • Power BI reporting experience. • Good understanding of ITIL service management principles. Operational Experience • Experience coordinating technical teams or service operations. • Experience supporting business-critical international environments. • Strong customer service and client relationship management skills. • Ability to analyse complex technical issues and drive them through to resolution. • Comfortable working in fast-paced operational environments with multiple priorities. Qualifications • Bachelor's degree in Information Technology, Computer Science or a related discipline, or equivalent professional experience. • Relevant Microsoft, ITIL or endpoint management certifications a