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Service Desk Technician - Bilingual Manadarin/EnglishLogicalis · US Virtual Location
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Logicalis

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Service Desk Technician - Bilingual Manadarin/English

🗓️ Posted 2026-10-05 US Virtual Location Hybrid ICT
💰 Salary Not shared 📊 Market 3,000 GBP–4,200 GBP/mo

About the Company

This position requires that the candidate is fluent in Mandarin and English. You must be willing to work Sunday - Thursday, 9PM - 6 AM EST Summary Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required.

Requirements

  • ● Responds and solves customer issues utilizing technology tools, procedures, and training.
  • ● Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment.
  • ● Escalates issues in accordance with escalation procedures.
  • ● Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis.
  • ● May create technical and process documentation for trouble shooting purposes.
  • ● Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages.
  • ● Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).
  • ● Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
  • ● Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
  • ● Supports and conducts self in a manner consistent with customer service expectations.
  • ● Supervisory Responsibilities
  • ● This job has no supervisory responsibilities
  • ● To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • ● Equivalent combination accepted.
  • ● Associate degree in a related field.
  • ● year experience in the following:
  • ● Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge.
  • ● Server/PC operating system support, specifically Windows XP, 7, Server 2003 and 2008, VPN connectivity, backup solutions, and networking knowledge.
  • ● ServiceNow (or similar ticketing system tool) and Nimsoft (or a similar IT monitoring system tool).
  • ● Proficient use of all Microsoft products and operating systems.