Staff IT Operations Engineer

The role

This person will provide technical support to English speakers and VIP executives. They will manage multi-platform endpoint devices, MDM platforms, and network infrastructure while coordinating with vendors and global teams.

What you will do

• Provide high-quality technical support to English speakers and VIP Executives.
• Manage and maintain Windows, macOS, iOS, and Android endpoint devices.
• Manage MDM platforms including Microsoft Intune and Jamf.
• Maintain Endpoint Protection, antivirus, and security management tools.
• Support Active Directory, Microsoft Entra ID, and account lifecycle management.
• Troubleshoot network issues including LAN, Wi-Fi, TCP/IP, Switch, and Firewall.
• Manage hardware, software, and AV vendors including contract execution and SLA management.
• Analyze IT operation bottlenecks and maintain Runbooks and SOPs.
• Plan, track, and execute local IT projects.
• Collaborate with global infrastructure and information security teams.

Required qualifications

• 7 years or more of experience in IT Operations, IT Operations Engineering, or Enterprise Helpdesk Support.
• Cross-platform endpoint device management experience with macOS, Windows, iOS, and Android.
• Experience with enterprise MDM solutions such as Microsoft Intune and Jamf.
• Experience with Endpoint Security and enterprise antivirus tools.
• Familiarity with Active Directory, Microsoft Entra ID (Azure AD), SSO, and MFA.
• Experience with user account lifecycle management.
• Familiarity with TCP/IP, Wi-Fi and LAN troubleshooting, Routing & Switching, and network diagnostic tools.
• Experience managing third-party IT vendors and outsourced resources.
• Experience providing technical support to executives and VIPs.
• Fluent in Chinese and English (speaking and writing).

Nice to have

• Familiarity with IT process automation concepts like Self-Service Portal, Workflow Automation, and Script-assisted Tasks.
• Experience analyzing existing processes and driving improvements.
• Ability to write SOP, Wiki Knowledge Base, User Guide, and Technical Documentation.
• Experience working with global teams across time zones and cultures.
• Familiarity with IT Service Management (ITSM) framework and ITIL Best Practice.
• Experience using enterprise Ticketing Systems like ServiceNow.
• Stakeholder management and ability to build cross-departmental trust.
• Full IT Asset Management experience including inventory, procurement, and disposal.

About the company

Coupang is looking for a Staff IT Operations Engineer to join the Corporate IT team to connect local high-touch technical support with regional infrastructure operations.