Support Engineer, Mandarin Speaking

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🌐 China, Malaysia, +3 more countries – Remote

🇨🇳 China – Remote 🇲🇾 Malaysia – Remote 🇸🇬 Singapore – Remote 🇭🇰 Hong Kong – Remote 🇹🇭 Thailand – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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CXM Direct

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💸 Finance

💳 Fintech

Finance • Fintech

CXM Direct is a global forex and CFD broker offering a wide range of trading instruments including currencies, commodities, indices, energy products, and cryptocurrencies. With advanced trading platforms such as MetaTrader 4 and 5, CXM Direct provides innovative trading solutions tailored to the needs of professional traders. The company offers various account types and services such as leverage policies, instant deposits, and withdrawals, ensuring a seamless trading experience. Regulated in multiple jurisdictions, CXM Direct emphasizes safety and sophistication in trading, positioning itself as a pioneer in the online trading environment.

📋 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 • 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 Network, Security, Server, Application, Vendor, and ISP teams • Monitor China-to-international network connectivity, VPN, MPLS/SD-WAN, latency, bandwidth, and connectivity • Diagnose issues using ping, traceroute, nslookup, Wireshark, and Site24x7 • 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 • Fluent English and Mandarin Chinese, both written and spoken • 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 • Ability to work 9:00 AM–6:00 PM and provide flexibility for UK-China meetings, including occasional early-morning or late-evening calls

🏖️ Benefits

• Competitive Salary • Growth Opportunities • Collaborative Team