Chinese speaking L2 Technical Service Support Engineer

Position :
Remote Chinese speaking L2 Technical Service Support Engineer

Salary :
Negotiable (based on experience)

Language       :
Mandarin/Chinese speaking is require for this position.

Work Location
: Onsite / Remote / WFH (In Malaysia)

Overview

The Lead L2 Technical Service Engineer is a senior, hands-on technical leadership role responsible for overseeing complex IT infrastructure support, managing escalations, and driving project delivery. This role ensures seamless implementation of IT solutions across Microsoft 365, Windows Server, virtualization, and networking, maintaining high-quality standards. The ideal candidate takes ownership, solves complex problems, and establishes systems and processes that enhance team effectiveness while mentoring junior engineers.

Key Responsibilities
1. Escalation & Advanced Support

• Act as the primary escalation point for L1 and L2 engineers.
• Troubleshoot and resolve complex incidents across Windows Server, Active Directory, Microsoft 365, virtualization, and backup systems.

• Conduct root cause analyses (RCA) and document solutions and best practices.

• Infrastructure Projects

• Lead M365 migrations, server upgrades, Active Directory setups, backup configurations, and endpoint deployments.

• Collaborate with network specialists for firewall, VPN, and hybrid deployments.

• Plan, execute, and document infrastructure projects to ensure smooth implementation.

• Technical Ownership & Standards

• Establish and enforce infrastructure standards, deployment protocols, and documentation processes.

• Review and validate work from L2 and network engineers before deployment.

• Maintain accurate system documentation, runbooks, and SOPs with version control.

• Mentoring & Knowledge Sharing

• Train and guide L1 and L2 engineers on troubleshooting, operational procedures, and client communication.

• Lead case reviews, post-mortems, and SOP walkthroughs.

• Support onboarding and maintain knowledge base updates.

• Client Interaction & Advisory

• Participate in client meetings and pre-sales discussions to provide technical insights.

• Assist in scoping client environments, risk assessment, and project planning.

• Communicate technical details clearly and translate into business impact.

• Continuous Improvement & Collaboration

• Work with Service Coordinator and project teams to balance workload and meet timelines.

• Identify opportunities for process improvement, automation, and tool adoption.
• Stay current with emerging technologies and propose relevant implementations.

Required Skills & Qualifications
Technical Expertise (Mandatory)

• Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams, Intune).
• Windows Server management (AD, DNS/DHCP, Group Policy, Hyper-V/VMware).
• Microsoft Azure familiarity for identity, device sync, and cloud policy deployment.
• Backup solutions experience (Dropsuite, Veeam, or equivalent).
• Networking fundamentals (firewalls, VPNs, VLANs, IP routing; Fortinet, Meraki, or equivalent).
• Strong troubleshooting, SOP creation, and root cause analysis skills.
• Ability to produce clear technical documentation and maintain knowledge bases.

Additional Skills (Preferred)

• Experience with RMM tools (LogicMonitor, NinjaOne, Huntress) or PSA systems (HaloPSA).
• Basic scripting/automation (PowerShell, Intune scripts, Python).
• Knowledge of cybersecurity practices (MFA, conditional access, endpoint protection).

Qualifications

• Diploma or Degree in IT, Computer Engineering, or related field.
• Minimum 5 years hands-on infrastructure support experience, including Microsoft ecosystem and project delivery.
• MSP or system integrator experience preferred.

Certifications (Preferred)

• Microsoft Certified: Azure Solution Architect Expert
• Microsoft Certified: Administrator Expert
• ITIL Foundation or equivalent
• CCNA / CCNP or equivalent
• Mandarin speaking required
  due to customer region.

Ideal Candidate Profile

• Ownership-driven, proactive, and solution-focused.
• Committed to quality and standards under pressure.
• Collaborative, curious, and eager to innovate.
• Balanced approach to hands-on execution and scalable delivery.
• Thrives in client-facing roles and technical leadership growth.

Unsuitable Traits

• Prefers purely reactive support.
• Avoids client-facing responsibilities.
• Shies away from documentation or mentoring.
• Not interested in continuous learning or leadership development.

Team & Reporting Structure

• CEO / Director:
  Technical strategy, escalations, key projects
• Service Coordinator:
  Ticket flow, project scheduling, workload management
• Network Specialist:
  Joint infrastructure deployments
• L2 Engineers:
  Solution review, mentoring, support collaboration
• L1 Engineers:
  Onsite/remote support, escalation handling
• Sales & Account Managers:
  Pre-sales validation, onboarding support
• Project Teams:
  Ensuring high-quality client deliverables