ERP Helpdesk Support Engineer
Job Summary
We are looking for a proactive ERP Helpdesk Support Engineer to provide remote technical assistance for a multinational corporation. The role involves diagnosing ERP-related issues, resolving system queries, and maintaining high-quality communication with users. Proficiency in Mandarin is essential to support Mandarin-speaking clients effectively.
Responsibilities
- Provide remote ERP helpdesk support
- Diagnose and troubleshoot system issues
- Manage and prioritize support tickets
- Maintain user communication via email and Teams
Required Skills
- Fluent Mandarin (spoken & reading)
- IT Helpdesk/Technical Support experience
- Problem-solving and analytical skills
- Database and Microsoft 365 knowledge
Job Details
Responsibilities:
- Provide remote helpdesk support for the client’s internal ERP system (training provided).
- Diagnose and troubleshoot system issues by identifying root causes through logical analysis.
- Communicate effectively with users via email and Microsoft Teams.
- Review ticket history to track patterns and identify solutions.
- Escalate complex issues to internal technical teams when necessary.
- Document issues and resolutions accurately and ensure timely updates in the ticketing system.
- Manage and prioritize multiple open support cases simultaneously.
- Deliver prompt and professional customer service with clear communication.
- Work according to allocated shift schedules (9:00–18:00 or 12:00–21:00, 5 days/week).
Requirements:
- Diploma / Bachelor’s Degree in IT, Computer Science, Information Systems, or relevant fields (preferred but not mandatory if experience is strong).
- Fluent Mandarin (speaking & reading) and good command of English.
- 1–2 years of experience in IT helpdesk or technical support is an advantage (Fresh graduates are encouraged to apply).
- Basic understanding of database concepts, web applications, and Microsoft 365.
- Familiarity with ticketing systems (e.g., ManageEngine, Zendesk, JIRA, etc.) is an added advantage.
- Strong analytical, troubleshooting, and problem-solving skills.
- Detail-oriented, organized, and able to multitask independently.
- Strong communication and customer-service mindset.
- Able to work rotating shifts on time and reliably.