SharePoint Service Desk Engineer

job summary:
We seek a service-oriented SharePoint Service Desk Contractor as part of our global SharePoint team, to provide dedicated SharePoint support coverage primarily for our team in China.

We are open to a staggered schedule (5 am or 6 am start) in order to overlap with our associates in China. This is an 8 hour per day, 40 hour per week position.

You will serve as the critical bridge between our China-based end users and our US-based SharePoint team, triaging incoming tickets, translating technical requests, and gathering the details needed to bring the issue to resolution. No prior SharePoint experience is required-we provide SharePoint-specific training on the job.

LOCATION: East Coast Time; Boston area preferred for occasional in-office presence, but not required

 
location: Needham, Massachusetts
job type: Contract
salary: $20 - 28 per hour
work hours: 6am to 3pm
education: Bachelors

responsibilities:
- Serve as the first point of contact for SharePoint support requests during part of China business hours, triaging incoming tickets before the US-based team's day begins.

- Translate and relay issues and requests between Mandarin speaking end users and our US-based SharePoint team

- Gather key details, screenshots, and context on each ticket to accelerate resolution once the US team comes online

- Communicate ticket status and next steps clearly to end users in their preferred language

- Partner with the SharePoint team to continuously improve triage processes and ticket quality

- Build growing SharePoint and Microsoft 365 knowledge through training and mentorship provided by the global team

qualifications:
- 1-3 years of experience in an IT service desk, call center, or customer support environment, with a professional, service-oriented approach to end users.

- Fluent in English and Mandarin, with strong written and verbal translation ability.

- Comfortable triaging and documenting technical issues without needing to resolve them hands-on.

- Clear, patient communicator able to bridge language and time zone gaps between end users and a remote team.

- Organized and detail-oriented, able to capture accurate, complete ticket information under time pressure.

- Comfortable working independently during APAC hours with limited real-time overlap with the US-based team.

- Willing and able to learn SharePoint and Microsoft 365 fundamentals through training provided on the job.

- Ability to manage multiple concurrent tickets and prioritize effectively based on urgency.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.