Support Engineer, Mandarin Speaking

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CXM

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💸 Finance

💳 Fintech

Finance • Fintech

CXM is an online financial services firm that operates as a brokerage platform offering Forex and CFD trading to clients. The company enforces regional access restrictions for regulatory compliance and provides risk warnings about the high-risk nature of leveraged trading. CXM also offers customer support for access and compliance inquiries.

📋 Description

• 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 • 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 • 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 • Follow established escalation procedures and coordinate with technical and vendor teams • Track open escalations and provide stakeholder updates • Monitor China-to-international network connectivity, VPN, MPLS/SD-WAN, latency, bandwidth, and connectivity • Diagnose packet loss, latency, DNS, VPN, and intermittent connectivity issues • 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

• 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 • Flexibility for UK-China meetings and cross-regional support • Occasional early-morning or late-evening calls may be required • Preferred: Microsoft 365 Administrator certification; CompTIA A+, Network+, or ITIL Foundation; Entra ID/Azure AD; China-specific IT/network challenges; SD-WAN or MPLS; PowerShell, Python, or Bash; cross-regional IT support; GDPR/data-protection requirements

🏖️ Benefits

• Work from home • Flexibility for UK-China meetings and cross-regional support • Cross-regional collaboration and exposure