Helpdesk Engineer

An Onsite Helpdesk Engineer to be the primary IT and cybersecurity liaison for Hangzhou office. This role will provide frontline technical support, ensuring the stability of local IT infrastructure, and actively upholding information security protocols. The ideal candidate shall possess strong troubleshooting skills, basic networking knowledge, and a practical understanding of cybersecurity principles to maintain a secure, compliant, and efficient workplace, serving as the key onsite contact between Hangzhou and Shanghai.
PROJECT TASKS:
-End-User Support & Onsite Operations
1. Provide ***-level technical support for all end-user hardware (laptops, audio & video equipment) and software (Windows, Microsoft 365, VPN, business applications).
2. Manage the complete user account lifecycle (onboarding, transfers, offboarding) in coordination with Shanghai IT.
3. Utilize the IT service management (ITSM) tool to log, track, and resolve all support incidents, requests & problems.
-Local Network Infrastructure Maintenance
1. Troubleshoot and maintain office network connectivity (LAN, Wi-Fi).
2. Coordinate with Shanghai network teams for network changes, upgrades, and performance monitoring for Hangzhou server room.
3. Assist in the setup and testing of local network devices and connections.
-Cybersecurity Activities
1. Serve as the local cybersecurity point of contact, assisting with the implementation of security policies.
2. Participate in cybersecurity meetings and projects led by the Shanghai IT.
3. Promote security awareness among Hangzhou staff and support security training or incident response drills.
REQUIREMENTS:
1.Minimum 2 years of experience in IT helpdesk, desktop support, or a similar onsite support role.
2.Understanding of core networking concepts (TCP/IP, DNS, DHCP, VPN) and ability to perform basic network diagnostics.
3.Foundational knowledge of information security principles (e.g., endpoint security, access controls, security best practices for end-users). An academic background in information security major is preferable.
4.Professional working proficiency in English, with the ability to independently participate in global team meetings, handle daily written/verbal communication, and understand technical documentation.
5.Ability to work autonomously with minimal supervision while being an effective part of a distributed regional team. Strong sense of responsibility and accountability for local IT operations.