IT Operations Technician (Chinese-speaking)

About the role

TMGM, an online CFD trading provider and Chelsea FC's official regional online forex and trading partner in Asia Pacific, is looking for a proactive, detail-oriented IT Support Technician. The role provides day-to-day technical assistance across the organization, handling service requests and incident tickets, supporting hardware and software troubleshooting, maintaining IT assets and ensuring users get timely support. It offers exposure to infrastructure, endpoint management, security practices and enterprise productivity tools.

Key responsibilities

• Review, update, prioritize and follow up on assigned tickets in a timely manner
• Resolve incident tickets covering hardware, software, network, printer, email, login and access issues
• Handle service requests such as account setup, password resets, software installation, device preparation and access requests
• Document tickets with troubleshooting steps, resolution notes and closure details, following SLAs and escalating unresolved issues
• Install, configure and troubleshoot desktops, laptops, printers, scanners, mobile devices and standard business applications
• Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi and office productivity tools
• Assist with onboarding and offboarding, including device setup, account creation, access removal and equipment collection
• Help with basic MDM tasks such as device enrollment, compliance checks and policy application
• Troubleshoot network connectivity issues (LAN, Wi-Fi, VPN, internet) and maintain IT asset records
• Prepare user guides, knowledge base articles and support documentation

Required profile

• Associate's or Bachelor's degree in IT, Computer Science, Computer Engineering or a related field preferred
• 2-3 years of experience in IT support, service desk, helpdesk, desktop support or IT operations support
• Hands-on experience with tickets in an ITSM or ticketing system, preferably Jira Service Management
• Basic understanding of SLA, ticket priority, status, escalation and resolution timelines
• Ability to document troubleshooting steps clearly, communicate well and prioritize multiple requests

Required skills

• Windows and/or macOS troubleshooting
• Basic knowledge of Microsoft 365, Active Directory or Entra ID, email, VPN, printer support and endpoint troubleshooting
• Basic exposure to MDM tools such as Microsoft Intune, Jamf or similar is an advantage
• Professional certifications such as CompTIA A+, ITIL Foundation or Microsoft Certified are an advantage

What we offer

• Competitive salary with performance-based incentives
• Career growth and development opportunities within a global organisation
• Collaborative, inclusive environment with cross-regional exposure
• Health and wellness benefits