Net2Source (N2S) Hiring! Full Time Help Desk Support Engineer (Mandarin Speaker) in Selangor - Ricebowl

Role: Help Desk Support -Cantonese, Mandarin, English

Location: Petaling Jaya, near Asia Jaya LRT

Working hours: Mon – Fri 9-6 PM MYT & Follow Malaysia public holiday

Rotational Emergency Support: 8pm -12am & weekend / RM14 per day.

Key Responsibilities

1. WOS (Warehouse Operation System) Technical Support

• Deliver end‑to‑end technical support for the WOS system, ensuring reliable performance and a positive user experience.

2. Incident & Problem Management

• Manage standby support, respond to customer‑reported issues, and drive timely resolution of incidents and problems.

3. Vendor Hardware/Software Coordination

• Work closely with third‑party vendors to troubleshoot and resolve hardware and software issues.

• Oversee hardware‑related concerns, including RMP130 door access systems, walkie‑talkies, WiFi temperature loggers, FDU installations, and printer functionality.

4. Customer Communication & Case Handling

• Manage customer communications via email and phone for fault reporting and inquiries.

• Maintain accurate logs and ensure proper follow‑up on ServiceNow tickets.

5. Work Permit & Registration Administration

• Coordinate and process work permits, including car plate registrations and related documentation.

6. SOP Development & Maintenance

• Create, revise, and maintain Standard Operating Procedures (SOPs) in Confluence to strengthen the knowledge base and support efficient incident resolution.

7. Data Patch & Code Simulation

• Collaborate with vendors to resolve data patch issues and support TC code simulations.

8. System Simulation & Testing

• Perform system simulation tasks within the WOS environment and conduct testing following system updates to ensure operational stability.

Requirements:

1. Min 1-2 years in service desk/customer support

2. Fluent in Cantonese, Mandarin & English to support Hong Kong Market

3. Must open to work in office full time basis

4. Open for rotational emergency support