IT Support Engineer (Mandarin Speaking)

This role will provide day-to-day IT support to users across our UK operations, including offices, warehouses and operational sites. You will be responsible for troubleshooting hardware and software issues, supporting end-user devices and accounts, managing IT assets, and assisting with basic network and system support.

The role is hands-on and operational, making it particularly suitable for someone who enjoys working directly with users and supporting technology in a fast-paced logistics environment., 1. End-User & Technical Support

• Provide first-line and on-site IT support to employees across offices, warehouses and operational locations. Express’s UK operational network
• Respond promptly to day-to-day IT incidents and user requests, both remotely and on site.
• Diagnose and resolve common hardware, software, operating system and connectivity issues.
• Provide hands-on technical support for laptops, desktops, handheld devices, scanners and other IT equipment.
• Ensure IT issues are resolved efficiently with minimal disruption to business operations.
• Escalate complex incidents to relevant internal IT teams or external service providers when required.

1. IT Service Desk & Account Management * Manage IT support requests and incidents through the company’s ticketing/help desk system. * Monitor, update and close tickets in line with agreed service standards and priorities. * Support user account lifecycle management, including account creation, modification, access changes and account deactivation. * Assist with password resets, permissions and basic access-related issues. * Maintain accurate records of user support activities and IT incidents.

2. Software & Device Management * Configure, deploy and maintain end-user devices, including laptops, desktops, PDAs, handheld terminals and scanners. * Support the deployment, installation and updating of business applications and software, including Microsoft Office and operational/scanning applications. * Perform device setup and initial configuration for new starters, replacement equipment and new operational sites. * Troubleshoot software compatibility, installation and configuration issues. * Support standardisation of endpoint configurations across the organisation.

3. IT Asset Management * Maintain accurate records of IT hardware and equipment within the company’s Asset Register. * Conduct regular IT asset checks and physical inventory audits. * Manage the full lifecycle of IT equipment, including receiving, registration, allocation, deployment, return and disposal. * Track equipment assigned to individual users, offices, warehouses and operational sites. * Ensure asset records are kept up to date and discrepancies are identified and resolved promptly. * Coordinate with suppliers and relevant internal teams regarding equipment procurement, replacement and returns.

4. Basic Network & Systems Support * Troubleshoot basic network and connectivity issues affecting users and operational sites. * Support basic configuration and troubleshooting of network equipment and connectivity. * Perform initial diagnosis of issues involving LAN, Wi-Fi, VPN and other network services. * Work closely with network and infrastructure teams to identify and resolve more complex technical issues. * Assist with the implementation and technical support of IT infrastructure at new or existing operational sites. * Carry out basic system checks and troubleshooting where required.

5. Cross-Functional & Site Support * Work closely with IT, Operations, Warehouse and third-party service providers to resolve technical issues. * Provide IT support during new site openings, equipment deployments and operational changes. * Communicate technical issues clearly to both technical and non-technical stakeholders. * Travel to warehouses, offices and other operational locations across the UK when required. * Support IT operations in a fast-paced logistics environment where business continuity is critical.

• 3+ years of experience in IT support, IT operations, desktop support or field IT support.
• Experience providing hands-on technical support in a multi-site environment is highly desirable.
• Experience supporting logistics, warehousing, retail stores or other operational sites is an advantage.
• Experience working with end-user devices, IT service desks and IT asset management.

Technical Skills

• Good working knowledge of Windows operating systems; Linux experience is advantageous.
• Good understanding of basic networking concepts and protocols, including TCP/IP, DNS, DHCP and Wi-Fi.
• Familiarity with network devices and basic network troubleshooting.
• Experience supporting laptops, desktops, PDAs, handheld terminals, scanners and other peripheral devices.
• Basic knowledge of databases such as MySQL or Oracle is desirable.
• Familiarity with Microsoft Office and common business applications.
• Experience with IT service desk/ticketing systems and asset management systems is preferred.

Skills & Competencies

• Strong troubleshooting and problem-solving skills, with a structured approach to diagnosing technical issues.
• Strong hands-on technical capability and the ability to respond effectively to on-site incidents.
• Customer-focused approach with a strong sense of IT service and user support.
• Good communication and interpersonal skills.
• Ability to work independently while also collaborating effectively with IT, Operations and external suppliers.
• Ability to prioritise multiple incidents and tasks in a fast-paced operational environment.
• Willingness to travel within the UK and work in warehouse and operational environments, rather than being limited to a traditional office setting.

Language

• Basic to good English communication skills, with the ability to communicate effectively with users, IT colleagues and external suppliers.
• Ability to explain technical issues clearly to non-technical users.
• Additional language skills, particularly Mandarin Chinese, would be advantageous for collaboration with international/Group IT teams., * Corporate offices
• Warehouses and distribution centres
• Operational/logistics sites
• User workstations and IT equipment areas

J&T Express is a global logistics service provider with operations across multiple markets. As we continue to expand our UK operations, we are looking for an experienced IT Support Engineer to join our IT team.