job description
Join OPUS IT Services as an IT Service Desk Support Specialist in our dynamic Bali office, supporting a diverse client base with a focus on Mandarin-speaking users. This contract role offers a 12-hour shift pattern (2 work days, 2 off days), providing a balanced work-life schedule in one of Southeast Asia’s most vibrant locations.
As a key member of our IT support team, you will serve as the first point of contact for technical inquiries, troubleshooting hardware/software issues, and ensuring seamless IT operations for our clients. Fluency in Mandarin is mandatory due to direct interaction with our Mandarin-speaking client base, making this an excellent opportunity for bilingual professionals to leverage their language skills in a technical environment.
Why Bali? Enjoy a tropical work environment with modern facilities, a collaborative culture, and the chance to grow your career in IT support while experiencing the island’s unique lifestyle.
Responsibility
- Provide first-level IT support via phone, email, and chat for hardware, software, and network-related issues.
- Troubleshoot and resolve technical problems for end-users, including Mandarin-speaking clients, with professionalism and efficiency.
- Log, track, and escalate support tickets using IT service management tools (e.g., ServiceNow, Zendesk).
- Assist with user account management, password resets, and access permissions in Active Directory or similar systems.
- Configure, deploy, and maintain desktop/laptop systems, printers, and peripheral devices.
- Collaborate with senior IT staff to identify recurring issues and implement preventive solutions.
- Document solutions and update knowledge base articles for self-service support.
- Adhere to SLA (Service Level Agreement) targets and maintain high customer satisfaction scores.
Qualifications
- Mandarin fluency (written and spoken) is required for client interactions.
- Proven experience (1-2+ years) in IT helpdesk, technical support, or service desk roles.
- Strong knowledge of Windows/macOS, Microsoft Office 365, and basic networking (TCP/IP, DNS, VPN).
- Familiarity with ticketing systems (e.g., Jira, ServiceNow) and remote support tools (TeamViewer, AnyDesk).
- Excellent communication and problem-solving skills with a customer-centric approach.
- Ability to work 12-hour shifts (2 days on, 2 days off) in a fast-paced environment.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator are a plus.
- Prior experience supporting multinational or Mandarin-speaking clients is highly advantageous.