IT Operations Technician (Chinese-speaking)

About the Company

TMGM stands at the forefront of online trading and investment services, proudly serving as Chelsea FC's Official Regional Online Forex and Trading Partner in Asia Pacific. With a global presence and offices spanning three continents, TMGM has earned its reputation as a trusted CFD trading provider. We embody excellence through a commitment to regulatory compliance, technological innovation, and unparalleled customer service.At TMGM, our vision goes beyond providing a platform for trading; we aspire to empower our clients with the best trading conditions. We leverage industry-leading and cutting-edge innovative platforms to ensure that your trading experience is nothing short of exceptional. Our relentless commitment to research and development continually pushes the boundaries of liquidity and usability, giving you the tools you need to thrive in an ever-evolving financial landscape.

About the Role

We are seeking a proactive and detail-oriented IT Support Technician to provide day-to-day technical assistance across the organization. This role is responsible for handling IT service requests and incident tickets, supporting hardware and software troubleshooting, maintaining IT assets, and ensuring users receive timely and effective technical support. This position offers an excellent opportunity for someone looking to grow their career in IT support while gaining 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 mannerRespond to and resolve incident tickets, including hardware, software, network, printer, email, login, and access-related issuesHandle service request tickets, such as user account setup, password reset, software installation, device preparation, access requests, and basic configuration changesEnsure tickets are properly documented with troubleshooting steps, resolution notes, and closure detailsFollow agreed SLA requirements and escalate tickets when issues cannot be resolved within the expected timeframeInstall, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and standard business applicationsSupport Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and office productivity toolsAssist with onboarding and offboarding activities, including device setup, account creation, access removal, and equipment collectionSupport basic MDM-related tasks, such as enrolling devices, checking device compliance, applying standard policies, and assisting users with mobile device issuesPerform basic troubleshooting for network connectivity issues, including LAN, Wi-Fi, VPN, and internet accessMaintain accurate records of IT assets, repairs, support activities, and ticket historyPrepare simple user guides, knowledge base articles, and support documentation when requiredFollow company IT security, data privacy, and access control proceduresRequirementsAssociate's or Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field preferred2-3 years of experience in IT support, service desk, helpdesk, desktop support, or IT operations supportHands-on experience handling tickets in an ITSM or ticketing system, preferably Jira Service ManagementUnderstanding of common ITSM ticket types, including incidents, service requests, access requests, and escalationsBasic understanding of SLA, ticket priority, ticket status, escalation, and resolution timelinesExperience troubleshooting Windows and/or macOS devicesBasic knowledge of Microsoft 365, Active Directory or Entra ID, email support, VPN, printer support, and endpoint troubleshootingBasic exposure to MDM tools such as Microsoft Intune, Jamf or similar platforms is an advantageGood understanding of computer hardware, software, networking, and common office applicationsAbility to document troubleshooting steps and ticket resolutions clearlyStrong communication skills with a customer-service mindsetAble to prioritize multiple support requests and follow up until resolutionProfessional certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified, or related IT support certifications will be an advantage. BenefitsWhy Join UsCompetitive salary with performance-based incentivesClear career growth and development opportunities within a global organisationCollaborative and inclusive work environment with exposure to cross-regional operationsHealth and wellness benefits