We are seeking a highly experienced and customer-oriented Senior IT Helpdesk Specialist to join our dynamic team. You will play a key role in providing technical support across multiple clients from industries such as manufacturing, healthcare, logistics, and accounting. The role includes both online and onsite support for issues related to hardware, software, network, systems, cybersecurity, and cloud services. You’ll also work closely with our Taiwan head office, so English fluency is a must, and Chinese communication skills are highly preferred.

• Serve as the primary point of contact for client IT support inquiries (remote & onsite).

• Diagnose and resolve hardware, software, and network issues across Windows, Mac, and Linux environments.

• Provide support for on-premise infrastructure and cloud services (e.g., Microsoft 365, Azure, AWS, GCP).

• Configure and maintain user access, email systems, VPNs, firewalls, and antivirus software.

• Manage Active Directory, file servers, backup systems, and endpoint security.

• Troubleshoot and resolve Level 2/3 technical issues and escalate when needed.

• Assist with IT onboarding/offboarding, including hardware setup and user training.

• Document incidents, resolutions, and best practices using ticketing systems (e.g., Jira, Freshdesk, ServiceNow).

• Collaborate with internal and HQ IT teams (Taiwan) to ensure service consistency and escalate issues.

• Participate in cybersecurity and compliance activities (patching, audits, risk mitigation).

• Occasionally travel to client sites for installations, troubleshooting, or IT project support.