job description
Join The HIRD as a Mandarin-English Bilingual IT Service Desk Level 1 professional and play a pivotal role in delivering exceptional first-level IT support to our global clientele. Based in the vibrant and culturally rich locations of Bali, Indonesia, this position offers a unique opportunity to combine your technical expertise with your bilingual skills in a dynamic, international work environment.
As the first point of contact for IT-related inquiries, you will provide timely and effective solutions to end-users, ensuring minimal disruption to their workflow. Your ability to communicate fluently in both Mandarin and English will be key to bridging language gaps and delivering seamless support to our diverse user base. This role is ideal for tech-savvy individuals who thrive in customer-facing positions and are passionate about problem-solving in a multicultural setting.
At The HIRD, we value innovation, collaboration, and a customer-centric approach. If you are a detail-oriented professional with a knack for IT troubleshooting and a desire to work in one of the world’s most sought-after destinations, we invite you to apply and be part of our growing team.
Responsibility
- Provide first-level IT support via phone, email, and chat in both Mandarin and English to international clients.
- Diagnose and resolve hardware, software, and network-related issues efficiently and professionally.
- Log, track, and manage IT support tickets using industry-standard helpdesk software.
- Escalate complex technical issues to higher-level support teams with clear documentation.
- Assist users with account management, password resets, and access permissions.
- Conduct remote troubleshooting and guide users through step-by-step solutions.
- Maintain up-to-date knowledge of IT systems, applications, and best practices.
- Collaborate with cross-functional teams to improve IT service delivery and user satisfaction.
Qualifications
- Fluency in Mandarin and English (written and verbal) is mandatory.
- Proven experience (1-2 years) in IT support, helpdesk, or a similar customer-facing technical role.
- Strong knowledge of Windows/macOS, Microsoft Office Suite, and basic networking principles.
- Familiarity with helpdesk software (e.g., Zendesk, ServiceNow, Jira) is a plus.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to work in a fast-paced environment with a customer-first mindset.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional are advantageous.
- Willingness to work flexible hours to support global clients across different time zones.