IT Service Technician II (Bilingual in Chinese)

GENERAL FUNCTION / SUMMARY

This position is responsible for providing comprehensive technical support for desktops, laptops, applications, and related technologies, while assisting with the maintenance of Microsoft 365 environment and the company'snetwork infrastructure. The role encompasses receiving, prioritizing, documenting, and actively resolving end-user requests across hybrid Windows and macOS environments.

In addition to supporting routine technical issues, the candidate will set up new systems, update software, manage IT assets, configure endpoint security policies via Microsoft Intune/ Apple JAMF, and perform hardware upgrades-all in accordance with established IT Security standards and guidelines.

MAJOR DUTIES AND RESPONSIBILITIES

• Daily User Support: Serve as the primary point of contact for day-to-day IT support requests, troubleshooting hardware, software, printing, and connectivity issues for both Windows and macOS users.
• M365 Administration: Handle daily user onboarding/offboarding, account creation, license assignments, and access management across M365 (Outlook, SharePoint Online, OneDrive, and Teams, Entra ID, etc).
• Hardware & IT Assets: Set up, configure, and deploy new computers, laptops, and peripheral equipment; maintainaccurate IT asset inventory.
• Network Maintenance: Monitor and maintain enterprise networking gear (switches, routers, wireless APs from vendors like Cisco, HP/Aruba, Ubiquiti, etc.) to ensure reliable connectivity.
• Firewall & Security Management: Assist in administering enterprise firewalls, managing basic security rules, Site-to-Site VPNs, and user remote access (VPN/MFA).
• Network Troubleshooting: Diagnose and resolve network issues involving VLAN routing, IP addressing (DNS/DHCP), Wi-Fi coverage, and internet service disruptions.
• Physical Systems & Printer: Provide network connectivity support for physical security hardware andPrinter systems.
• MDM & Security Policies: Assist in configuring and maintaining Microsoft Intune / Apple Jamf for endpoint security and enforcing Conditional Access policies.
• IT Security & Audit Support: Support company information security initiatives by participating in regular user access reviews, IT asset tracking, and internal compliance/security audits.

BASIC QUALIFICATIONS

• Enjoy the extra mile to ensure customer satisfaction and deliver exceptional end-user support.
• At least 2 years of hands-on experience diagnosing and resolving IT technical issues across both Windows and MacOS environments.
• Excel at clear and concise written and verbal communication (Bilingual in Mandarin and English is required).
• Bachelor's degree in a relevant field (Computer Science, Information Technology, Engineering, Business Administration, etc.) or equivalent hands-on experience.
• Hands-on experience with Microsoft 365 administration, Entra ID (Azure AD), and familiarity with Microsoft Intune (MDM) and Conditional Access policies. Basic awareness of AWS cloud access is a plus.
• Solid understanding of networking fundamentals (TCP/IP, Subnetting, VLANs, DNS/DHCP, VPNs) with experience configuring and troubleshooting mainstream enterprise networking gear (e.g., Cisco, HP/Aruba, Ubiquiti) and basic enterprise firewalls.
• Understanding cable management and flow, including patch panel organization, cabling standards, and Ethernet terminations.
• Ability to lift and move IT equipment weighing up to 25 lbs.
• Ability to travel up to 10% between different company locations within Southern California.